Data Analyst - Managed Device Services

Job Description

Job Summary

The Data Analyst role at HP Managed Device Services involves tackling high-risk and complex application issues utilizing advanced technical knowledge. This individual will independently manage single and cross-technology/application incidents, work with various teams to resolve cases, and document solutions. Responsibilities extend to identifying and managing escalations, validating changes, and overseeing configuration management processes. The role requires implementing organizational solutions to complex needs, optimizing capacity management, and leading recovery efforts while maintaining operational efficiency.

Responsibilities

• Address application issues involving high risk or complexity using technical expertise.
• Resolve single and cross-technology/application incidents independently and collaborate with teams to document known errors and workarounds.
• Identify, manage, and lead potential escalations and alert management according to established procedures.
• Assess, enact, and validate high-risk changes/solutions to meet customer requirements; participate in a Change Advisory Board.
• Supervise configuration management processes, address issues, and enhance operational efficiencies.
• Implement organizational solutions to meet complex customer needs, including innovative service delivery models.
• Understand and adhere to contract obligations across the business area.
• Improve capacity management processes and operational practices, evaluating the impact of proposed changes on capacity design and planning.
• Lead damage assessment activities, coordinate with recovery teams, make decisions regarding recovery steps, maintain records, and report on recovery status.
• Apply subject matter knowledge to solve complex problems, demonstrating good judgment and managing projects independently.

Education & Experience Recommended

• Bachelor's or Graduate Degree in Computer Science, Information Technology Service Management, Engineering, Business Administration, or a related field, or commensurate work experience.
• Typically 4-7 years of work experience, preferably in change management, incident management, or a related field. Advanced degree holders with 3-5 years of experience will also be considered.

Preferred Certifications

• ITIL Certifications
• Project Management Professional Certification

Knowledge & Skills

• Agile Methodology
• API (Application Programming Interface)
• Automation
• Computer Science
• Debugging
• IBM DB2
• Java Programming
• Linux
• Operating Systems
• Project Management
• Resource Management
• Python Programming
• SAS Software
• Scripting
• Software Development
• SQL Programming
• Stakeholder Management
• Statistical Programming

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope

This role impacts multiple teams and may act as a team or project leader, providing direction and facilitating information validation and collaborative decision-making.

Complexity

Responds to moderately complex issues within established guidelines and frameworks.

Disclaimer

This job description outlines the general nature and level of work to be performed. It is not an exhaustive list of all duties, skills, responsibilities, or knowledge required. Responsibilities and requirements may change, and additional tasks may be assigned by management as need arises.

Employment Details

Job: Services
Schedule: Full-time
Shift: First Shift (India)

Equal Opportunity Employer (EEO)

HP, Inc. is committed to equal employment opportunity for all employees and prospective employees without discrimination based on race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or any other protected characteristic. We maintain strict confidentiality of any information provided voluntarily and assure