Global Applications Operations Analyst – HPE1US1179651EXTERNALENUS

Global Applications Operations Analyst

This role has been designed as Onsite with an expectation that you will primarily work from an HPE office.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in todays complex world. Our culture thrives on finding new and better ways to accelerate whats next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in todays complex world. Our culture thrives on finding new and better ways to accelerate whats next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

HPE IT his as recently undergone an extensive transformation program to deploy state of the art systems like Hybrid Cloud, S4 HANA u(ERP), and modernization of our partner facing applications.

The Applications Ops. Analyst role, manages a portfolio of applications to deliver the greatest business value for the organization through the services of our suppliers, partners and HPE IT. This role will actively be engaged in running the day-to-day operations and assess the health of assigned application portfolio, manage SLA, and propose contract extensions/adjustments.

This role will require extensive experience in Service Management and Operations. This role should be prepared to work in multi-vendor, a fast-paced team environment and requires excellent coordination skills.

Responsibilities

– Develop a thorough understanding of HPE applications landscape and especially uERP to effectively lead applications support operations
– Lead day-to-day applications support operations activities working closely with various vendors responsible for support of different applications. This includes but not limited to resolution of applications incidents within the agreed upon SLAs
– Ensure all application support vendors follow the established application operations processes
– Work directly with different business units to establish and own communication cadence and manage relationship with to deliver measurable services. This may include regularly scheduled meetings to review and discuss applications operations SLAs as well as understanding business unit needs for better service delivery.
– Work directly with business units to review small enhancements requests and schedule delivery of them according to availability of support resources
– Lead operational excellence programs/initiatives targeting overall improvement in system stability and reliability. This will include regular analysis and review of incidents and service request to identify trends and improvement plans for different applications.
– Actively participate and help manage Major/Critical Incident events to minimize/eliminate business impact
– Actively participate in completion and/or review of root cause analysis for Major/Critical Incident
– Actively participate in completion and/or review of the problem tickets to resolve underlying systems issues
– Facilitate creation and/or update to the ServiceNow custom reports
– Work with application support vendors to identify opportunities and implementing solutions to reduce ticket volumes through automation and other continuous improvement opportunities
– Establish and maintain relationships with applications leaders and Business Relationship Managers within their area of responsibilities
– As needed define and/or refine Applications Support processes leveraging industry standard ITIL and other frameworks
– Lead and/or work directly with application support vendors for transition of new applications operations into steady state
– Lead operational excellence programs/initiatives targeting overall improvement in system stability and reliability
– Engage and contribute to Disaster Recovery activities
– Working with vendors ensure all required run books are available and up to date
– Lead and coordinate change management communication and coordination activities across IT. This includes but is not limited to managing change communication and ensuring that all required IT teams/stakeholders have planned for their activities accordingly (e.g., implementation, testing, monitoring etc.).

Education and Experience

– Typically, a Bachelors degree or equivalent experience and a minimum of 6 years of related experience

Knowledge and Skills

– Strong written and verbal skills. 6 years of experience managing vendor and IT resource relationships.
– Strong hands-on and/or support experience with SAP S/4Hana and/or SAP ERP is preferred
– Experience in managing 24/7 global application support operations
– Extensive experience with ITIL framework definitions and process improvements for delivering IT Services.
– Deep knowledge and working experience with ServiceNow
– Hands-on experience with S/4Hana Applications is highly desired
– Works across a significant number of the suppliers, functions, and geographies to ensure their needs are met
– Careful balance between vendor expectations and HPEs interests
– Manages multiple internal customers and stakeholders effectively

Join us and make your mark!

We offer:
A competitive salary and extensive social benefits
Diverse and dynamic work environment
Work-life balance and support for career development
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HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

Accommodation of special needs for qualified candidates may be considered within the framework of the HPE Accommodation Policy.

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Agile Methodology, Bias, Business, Coaching, Creativity, Critical Thinking, Cybersecurity, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Development Methodologies, Empathy, Follow-Through, Growth Mindset, Implementation Methodologies, Infrastructure Design, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity { 4 more}

What We Can