IT Configuration and Knowledge Manager
Gurgaon, Haryana, India
AXA XL Global Technology (GT) division is going through significant transformation including simplification of applications landscape across geographies and business units, Cloud transformation and migration to strategic platforms, as well as operating model transformation to support upcoming technological and business process changes. Oversee the Configuration Management Analysts with monitoring and helping ensure the effective end-to-end delivery of Global Technology services. Support and aid the Configuration Management and Reporting Analysts with user requests and project requirements. Through the monitoring and assessment of external functional area project requirements, demonstrate and deliver quality of service outcomes of individual Global Technology operational teams as part of the overall services provided to colleagues. Utilizing established policies and procedures, assist with the overall management of company assets in the Configuration Management Database (CMDB), assuring the highest possible data quality standards. Serve as project resource in aiding external teams in the approach, gathering and inputting of improved or new data points collected in the CMDB. Internal reporting on any request or project anomalies, helping to identify potential service failures and areas of process inefficiency while working with the Service Control Manager to remediate issues impacting the colleague experience.
What You'll Be DOING
What will your essential responsibilities include
- Drive the delivery of opportunities for the current reporting processes and assist with changes to automation and improve content, efficiency, quality control, etc.
- Coach all Configuration Management Analysts in analyzing and interpreting service requests, highlighting trends and exceptions.
- Provide backfill for all Configuration Management Analysts.
- Serve as delegate for Configuration Management Service Control Manager.
- Deliver new or modified reporting processes and procedures to improve report content and completeness of information.
- Work with CMDB Reporting Analyst to deliver ad-hoc reporting and presentation of data to agreed timelines.
- Mentor all team Configuration and Reporting Analysts regarding the delivery of ad-hoc and established procedures, processes of reports and services.
- Own escalations related to service failures and work with respective Global Technology teams to remediate.
- Assist Service Control Manager in the maintenance of process control requirements.
- Assist in preparation of executive-level presentations for Senior Leaders.
- Other activities in support of the progress of Global Technology as required.
- Monitor, track and audit data for inconsistencies and errors and develop processes to identify and remediate data inaccuracies and/or missing information.
- Contribute to and promote a culture of outstanding service.
- Develop robust understanding of the Global Technology operating model and grow general knowledge of IT and business systems.
- Develop and maintain the IT knowledge management framework, including policies, standards, and best practices. Ensuring updates to relevant IT documentation, procedures, manuals, FAQs, and knowledge articles.
- Collaborate with IT teams to identify knowledge gaps and develop strategies to address them.
- Promote knowledge sharing culture within the IT department through training, workshops, and communication initiatives.
You will report to Global Head of IT Operations.
What You Will BRING
We're looking for someone who has these abilities and skills:
Required Skills And Abilities
- Relevant years of experience in a Service Management related field.
- Extensive experience with configuration management or asset management.
- Computer literate with advanced MS Excel and PowerPoint experience.
- Expert skills in generating reports related to service outcomes.
- Experience with Service Now required.
- Inquisitive mind with robust analytical and logical thinking skills.
Desired Skills And Abilities
- Excellent organizational skills and excellent attention to detail.
- Outstanding people skills with ability to communicate to all levels of staff effectively.
- Proven experience managing and performance managing teams.
Who WE are
AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don't just provide re/insurance, we reinvent it.
How By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business property, casualty, professional, financial lines and specialty.
With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.
Learn more at axaxl.com
What we OFFER
Inclusion
AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic. At AXA XL, we know that an inclusive culture and enables business growth and is critical to our success. That's why we have made a strategic commitment to attract, develop, advance and retain the most inclusive workforce possible, and create a culture where everyone can bring their full selves to work and reach their highest potential.
It's about helping one another and our business to move forward and succeed.
- Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe.
- Robust support for Flexible Working Arrangements
- Enhanced family-friendly leave benefits
- Named to the Diversity Best Practices Index
- Signatory to the UK Women in Finance Charter
Learn more at axaxl.com/about-us/inclusion-and-diversity. AXA XL is an Equal Opportunity Employer.
Total Rewards
AXA XL's Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security. It provides competitive compensation and personalized, inclusive benefits that evolve as you do.
We're committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence.
Sustainability
At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023-26 Sustainability strategy, called Roots of resilience, focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.
Our Pillars
- Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society are essential to our future. We're committed to protecting and restoring nature from mangrove forests to the bees in our backyard by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.
- Addressing climate change: The effects of a changing climate are far-reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We're building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions.
- Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We're training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.
- AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL's Hearts in Action programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day the Global Day of Giving.
For more information, please see axaxl.com/sustainability.
