Center of Excellence Analyst
Job Summary: The CoE Analyst is one of the first roles onboarded for the Mosaic Infrastructure Managed Services engagement and plays a central part in transition readiness. During the transition phase, the CoE Analyst captures and organizes knowledge from the client environment and the incumbent provider - documentation, runbooks, environment inventories, contact and escalation maps - and converts it into usable operational assets for the incoming delivery teams. In steady state, the role supports the account's Center of Excellence function: maintaining documentation standards, supporting reporting and analytics, tracking continuous improvement initiatives, and helping delivery towers operate consistently across a multi-country environment covering roughly 60 sites in the United States, Canada, Brazil, Peru, and Paraguay. Responsibilities: Support knowledge transfer during transition: attend knowledge capture sessions, document findings, and organize materials received from the client and incumbent provider. Build and maintain the account's documentation library, including runbooks, SOPs, environment inventories, network/site documentation, and escalation matrices. Validate and reconcile environment data (sites, devices, servers, applications, circuits) against source systems, flagging gaps and discrepancies for resolution. Support onboarding of new team members across delivery towers by preparing and maintaining onboarding materials and client-environment orientation content. Produce and maintain recurring operational reports and dashboards in support of service governance (SLA/KPI inputs, volume trends, transition status). Track continuous improvement initiatives and transition action items to closure, maintaining accurate status and ownership records. Support the ITSM Manager and delivery leads with process documentation, template creation, and quality checks on operational documentation. Assist with data collection and analysis requests from account leadership, including ticket volume analysis and staffing/coverage inputs. Maintain document control standards, version discipline, and appropriate separation of internal versus client-facing materials. Coordinate logistics for governance meetings as needed, including agendas, minutes, and action tracking. Skills and Experience: Required Qualifications Bachelor's degree in Information Technology, Business Administration, Industrial Engineering, or a related field, or equivalent professional experience. 2+ years of experience in IT operations support, service management support, PMO, or a similar analyst role. Strong documentation skills: able to turn unstructured information into clear, organized, usable documents. Strong proficiency with Microsoft Office, particularly Excel (data organization and analysis) and PowerPoint. High attention to detail and disciplined follow-through on action tracking. Strong verbal and written communication skills in English. Ability to work with stakeholders across multiple technical teams and countries. Preferred Qualifications ITIL Foundation certification or familiarity with ITIL concepts. Experience supporting an IT transition, service takeover, or outsourcing transition program. Familiarity with ITSM platforms (ServiceNow or equivalent) and reporting tools (Power BI a plus). Experience in a managed services or shared services environment. Bilingual English/Spanish or English/Portuguese a plus. Technical Skills & Tools Microsoft Office suite - advanced Excel and PowerPoint. Document management and collaboration tools (SharePoint, Teams). ITSM platforms (ServiceNow or equivalent) at a user/reporting level. Reporting/dashboarding tools (Power BI or similar) a plus. #LI-AC1
Наблюдалась 2026-09-15, впервые 2026-08-28, источник — Indeed.