Job Description :The Enterprise Collaboration (ECb) Governance Senior Analyst is a pivotal role that will help the Global Enterprise Collaboration team, primarily, through Operational scopes of Licensing (mostly, but not limited to "Microsoft" - i.e., on Management, Compliance, Optimization) as well as with the required internal Commercial and Financial aspects, frequently connecting with multiple Digital Technologies (DT), the broader Mars Global Services (MGS) organizations and Mars Segments.This is a position in the Enterprise Collaboration team reporting into the Global ITSM & Governance Sr Lead and it aims to maximize the value generation to Mars by providing a unified and scalable perspective of IT Governance for the Digital Collaboration Products and Services, Vendors and it expands into the end to end customer facing experience.The person in this role will work to ensure maximum value is attained from the Mars suite of services through efficient and effective management processes, deploying industry best practices and playing a key role on the technical management and delivery that enables and maintain Global Digital Operations (GDO) area and Enterprise Collaboration services optimally tuned and available for the business community.What are we looking for?Bachelor's Degree in Information Technology or equivalent.Certifications like ITIL®, COBIT®, TOGAF®, etc., and/or MBAs in related areas are a plus.Proficient in English (verbal and written) communication skills.Knowledge of ITSM, IT Governance, Budget/Financial Management, Vendor Management and Storytelling.Strong analytical power to manage complex information, interpersonal, and organizational skills, including good conflict management and an ability to work well with people from different countries and cultures in a global environment.Experience with Administration of Microsoft 365 (M365), Office 365 (O365) environments, Cloud (Microsoft Azure or others), Tenant Administration and Microsoft Licensing and Commercial. Microsoft Certifications are plus points.Experience in design, implementation, execution, continuous improvement, and automation of IT service management processes (lifecycle), based on industry frameworks.Experience with Service Level Management, Service Reviews and Reporting for both technical and executive audiences, elaboration, and coordination of service improvement plans.What will be your key responsibilities?Communication Excellence: Be a focal point of contact for the delivery of services as specified in the Digital Technologies catalog and interface with clients from all parts of the company (Mars Inc. & Affiliates/Subsidiaries).Report on the performance of key support operational processes through agreed OLAs (request, incident, problem, change, configuration, capacity, knowledge management, etc.) for the Services.Troubleshoot technical issues as third-level IT support. Discuss interdependencies with other internal teams and external support resources too.Establish Controls and Measure the delivery with the KPIs described in the SoWs.Extract data from multiple data sources, perform data analysis and produce presentations with multiple levels of details (from executive summaries/high level until detailed audit reports).Address potential issues and risks impacting the operational infrastructure towers.Identify process gaps and failures then drive continuous and sustainable improvement, including alerting and monitoring.Ensure service knowledge distribution throughout the support tiers (e.g., IT Ops, SITS and Expert Centers). Might deliver formal trainings to them.Support the necessary Commercial vendor reviews by consolidating requirements, potential improvement and issue information to strengthen the standards for vendors Service Management.Be a focal point between Microsoft, multiple SaaS providers and selected strategic vendors.Tailor the messages/information to our customers based on the relevant information that they need (KPIs, SLA, Insights, etc.).Feed the Service Catalog with all services performed by ECb area with its teams.Service Level Management – Measure and monitor the services provided by each one of the ECb Service Streams (Messaging, UC, Collaboration, File and Print, Desktop, Mobility, Licensing, etc.), report their service delivery levels and KPIs to respective Stakeholders, coordinate and ensure the elaboration and execution of service improvement plans.Finance Management: Contribute with the Sr Lead to manage +$40M USD of budget & financial transactions (Operations) closely aligned with processes owners and +$120M USD negotiated with commercial teams and other general Corporate Governance to sustain services/products used globally by all Mars Incorporated.Vendor management: Ensure an appropriate service delivery from DT vendors, by building and maintaining a good relationship with them based on mutuality principle. Monitor and review the vendor performance on a regular basis. Define/Standardize the DT/GDO requirements for vendor improvements, in a coordinated way with the Directors, Managers and Leads. Support the DT Commercial team vendor review process by providing inputs and needs from ECb perspective.Work with the Architecture, Development, Deployment and Delivery/Operations teams to oversee the application of consistent standards that influence the service performance, roadmaps and quality to deliver against service and agreed needs.Support the communication and market the service catalogue for the services' performance and quality delivery globallyHelp to Review current / future projects impacting the service delivery to assess impact, mitigate risks and maximize benefits.What can you expect from Mars?Work with over 130,000 diverse and talented Associates, all guided by The Five Principles.Join a purpose-driven company, where we're striving to build the world we want tomorrow, today.Best-in-class learning and development support from day one, including access to our in-house Mars University.An industry competitive salary and benefits package, including company bonus.If you're passionate about our brands, a great strategic thinking, deliver high quality decision and have a high drive for results, then we want to hear from you.Skills:Action Planning, Data Collection and Analysis, Planning and Organizing, Policy and ProceduresCompetencies:Communicates Effectively, Customer Focus, Manages Complexity, Optimizes Work Processes, Plans and Aligns, Business InsightDisclaimer: Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.
