IT Lead Analyst - Life Service Desk

Location UNITED STATES, United States
Experience level Experienced Hire
Job details sector Information Technology
Apply before Date not available
- Manage the performance of services to customers (24 x 7, 365 days per year), ensure that service levels are achieved in line with contracts and that customers expectations are met or exceeded
‐ Ultimate responsibility for ownership of all customers incidents or logged service requests
‐ Track the incidents to conclusion in line with SLAs and quality standards
‐ Manage critical customers incidents, associated to customer communication, activities and any appropriate escalations
‐ Provide information about incidents analysis and KPIs
‐ Build services relationship with customers and conduct service reviews for key customers
- Review performance reports, service improvements, service quality and processes
‐ Provide management and performance reports.
- Serve as an influential intermediary between the assigned business clients and the development and other teams in the IT function, and requires a developing knowledge of both environments.
- Work directly on smaller projects or as a team member on larger ones.
- Play an advocacy role on smaller less complex projects for the business clients in all phases of the solution development lifecycle for each of the critical stages, including: initiation, analysis, development, testing, implementation and post implementation follow up.
- Perform important intermediate level analysis and works closely with the business clients to identify core business issues in order to map out possible solutions. The mapping is used to develop the business case for action, defining the need, the method, and the benefits of proposed solutions.
- Undertake complex analysis to develop the detailed user stories or requirements of the solution in order to satisfy the business need.
- Work closely with Architects and others on the applications development team to refine the solution design, methods and outcomes.
- As the “eyes and ears” of the business, closely monitor progress to ensure that the emerging solution meets the demands of the user stories or requirements document. This may require the resolution of any conflicts arising due to any technical deviations from the agreed user stories or requirements.
- Work very closely with the testing team, using the user stories or requirements document as a critical guide, to ensure that issues are identified and fully resolved prior to roll out.


- 3-5 yrs. of technical IT work experience
- Bachelors degree
- At least 2 years’ experience of managing a Service Desk
- Strong knowledge of ITIL
- Agile experience
- Strong knowledge of complex software development concepts and development methods
- Strong knowledge and application of various software development life-cycles and techniques (e.g., traditional waterfall and agile/kanban)
- Strong interpersonal / relationship management skills, able to foster working relationships within the team, across IT and with business colleagues
- Knowledge of business and technology practices and trends
- Strong influencing, negotiation and elicitation skills
- Strong written and verbal communication skills
- Adaptable and flexible



We have been providing stability and reliability to our clients since 1859 to help them live their lives with confidence, to give them peace of mind, and enable them to realize their dreams for their loved ones and their legacy.

As an employer AXA is committed to creating an environment where everyone feels completely comfortable bringing their true selves to work every day. AXA US has been recognized and certified as a great place to work by the Great Place to Work Institute.

We provide our employees opportunities to move within our organization so they can grow their career and skills without ever having to leave AXA. Almost 40% of our open jobs are filled with current employees.
NOTE: AXA participates in the E-Verify program.

In addition to competitive compensation and an outstanding benefits package including 401 (k) and medical programs, we offer the opportunity for continued professional development in a congenial corporate environment.

AXA is committed to providing equal employment opportunities to our employees, applicants and candidates based on individual qualifications, without regard to race, color, religion, gender, gender identity and expression, age, national origin, mental or physical disabilities, sexual orientation, veteran status, genetic information or any other class protected by federal, state and local laws.

Would you like to wake up every day driven and inspired by our noble mission and to work together as one global team to empower people to live a better life? Here at AXA we strive to lead the transformation of our industry. We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA - a leading global brand and one of the most innovative companies in our industry - onto even greater things.
In a fast-evolving world and with a presence in 64 countries, our 166,000 employees and exclusive distributors anticipate change to offer services and solutions tailored to the current and future needs of our 103 million customers.