Citrix | Hiring | Senior Service Management Analyst – (Remote) or (Fort Lauderdale, FL) – Citrix Business Systems Analyst Group | BigDataKB.com | 08-04-22

Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and grow together!

What we’re looking for:

Citrix Mission

At Citrix, our Mission is to deliver an intelligent digital workspace experience that empowers all employees with unified, secure, and reliable access to all the work resources we need to be productive and do their best work – anytime, anywhere. We provide work solutions for any workspace platforms and seamless integration across all Apps. Citrix provides products and IT (Information Technology) solutions to collaborate work management, provides modern and consistent User experience across all devices and through application integration, workflow automation and our Cloud based technology and zero trust security, enabling our clients and end-users with the best enterprise performance, modernization, and security!

At Citrix, we provide Engineering Teams with a fantastic opportunity to grow and enhance your technical skills, while working with some of the latest cutting-edge Software and Cloud-based technologies. Citrix has been ranked #11 on The Fortune Best Workplaces in Technology in 2021. More than 400,000 companies around the world, including 99 percent of the Fortune 500, rely on Citrix digital workspace solutions to provide secure, reliable access to the applications and information their employees need to engage and be productive. Currently, Citrix has over 100 million Users World-wide.

The world of work is constantly changing. It’s why we build the digital workspace technology that helps people and organizations adapt to whatever comes next. Every day you’ll have new opportunities to grow and innovate in ways that will make work better for millions of people around the world. Our Culture is strong, inclusive, vibrant, and crucial to how we work and serve our customers and partners. Citrix’s pillars of Core Values are Integrity, Respect, Curiosity, Courage and Unity!

Job Description

The Service Management Analyst is responsible for analyzing, designing and implementing service-related solutions in conjunction with the Service Owners and users, ensuring that services are fit for purpose and add value. Responsible for positively impacting production services by managing and continuously improving service management processes and tools, and helping to drive the adoption, utilization, and proficiency of use with end users. Performs basic administration of our Service Management tool. Coordinates, prioritizes, and builds solutions to ensure the stability of the computing environment for current and future growth. Partners with various business units and technology staff members to ensure IT platforms are built and operated to meet customer needs.

Responsibilities

• Collaborate with IT teams and other departments to review existing processes, capture operational challenges, and develop business requirements for improvement.

• Work with Business Units to identify opportunities for process improvement.

• Onboard new or additional service management processes and related offerings, provide training and onboarding to new staff, and maintain up-to-date documentation on requirements and process workflows

• Identify automation and innovative improvements to service delivery.

• Collaborate with other teams on reporting, change, and satisfaction capabilities.

• Continuously refine existing or implement new Service Management processes to best fit organizational needs, including aligning processes to Agile and DevOps delivery methodologies.

• Create service management metrics, reporting and analysis.

• Review and analyze satisfaction surveys; summarize findings; work with service delivery team leads to determine remedial actions.

• Ensures that all phases of support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly configured, monitored, tracked, and resolved.

• Analyze industry changes to appropriately position the Global IT organization in support of emerging customer service driven needs and trends.

• Support continuous improvement and organization development activities.

Qualifications

• Bachelor’s degree or equivalent industry acquired. Minimum of 5 + years of prior and relevant information technology disciplines as follows; Strong knowledge working with Service Management Tools, (ITIL) Methodologies and best practices, hands on experience with Industry Standard ITSM Tools.

• ITIL Certification.

• Strong background and work experience with ServiceNow platforms and ServiceNow Administrator certification is prefered.

• Ability to be decisive and make decisions based on technical and business assessments.

• Superior customer-facing and negotiation skills, acting as a mentor and partner in training end-users with the goal of ultimately ensuring faster change adoption and the ability to adapt best-practices.

• Ability to work with all levels of management and technical staff to analyze complex and highly technical incidents while maintaining professional, efficient communication under pressure.

• Outstanding written, oral and facilitation communication skills, can work both independently and within a global team.

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Preferred Qualifications

• Demonstrates an informed knowledge of functional areas to resolve problems on an ongoing basis.

• We’re looking for someone who can takes initiative, is a proactive problem, is collaborative team player and can strengthen/build good relationships and partnerships.

Why work for Citrix

This is an opportunity to work with one of the most innovative and forward-thinking Technology Companies on Planet Earth! Working alongside some of the brightest, most talented, and passionate people around. This is a great opportunity to work with high-impact teams! As a member of this Engineering team, you’ll be uniquely and strategically positioned to work on cool and exciting projects that will have a direct and positive impact for our Customers/Users, our Enterprise Clients and Partners within numerous industries, well into the future!

At Citrix, we want to set you up for a successful career with us! This opportunity provides an excellent career path and advancement opportunities. We provide an environment where people are allowed to do their best work. We believe in collaboration, ideation, experimentation, and innovation. We empower teams to enhance their skills, learn, grow, collaborate, create, succeed, and deliver. We’re an innovative engine for our Colleagues, Communities, Customers and Users in the Digital Marketplace!

The work at Citrix is exhilarating, and that’s what makes it a whole lot of fun! Let’s embark on this next great adventure together! Imagine a better way to work! We’d love to talk to you we want to talk to YOU!

Let’s innovate and grow together! ! Apply today!

At Citrix, our employees perform extraordinary acts of creativity and service every day. We provide benefits and rewards that meet the diverse needs of our employees by offering competitive compensation, comprehensive benefits, and equitable rewards opportunities for all employees. In the state of Colorado, the salary for this role generally ranges from $85,000 to $108,000 but may vary depending on your qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of this range. Certain roles are eligible for additional rewards, including annual bonus, sales incentives, and/or stock depending on the terms of the applicable plan and role as well as individual performance. Benefits may vary depending on the nature of your employment with Citrix and the country where you work. U.S. based employees are typically offered access to healthcare, life insurance and disability benefits, 401(k) plan and company match, employee stock purchase program (ESPP), and education assistance program, among others.

Functional Area:

Business Systems Analyst

What you’re looking for:
Everyone is welcome at Citrix. We prioritize diversity, equity, inclusion, and a culture of belonging, and celebrate bringing our courageous, authentic selves to work. We believe this way of working helps us innovate, and it’s just one of the reasons why our employees continuously recognize Citrix as a great place to work.

Citrix helps make work more sustainable to benefit the planet, our business, and our communities. For more than 30 years, we have empowered individuals and organizations to work remotely or work from anywhere, reducing commuting emissions and energy consumption in the process.

We are the #1 leader in Virtual Client Computing (VCC) and #2 in the Application Delivery Controller (ADC) space, and we have key partnerships with top cloud providers. We’ll give you the tools, learning opportunities, mentorship, and flexibility to achieve your goals. Come see why you belong at Citrix, with our culture supporting purposeful innovation and growth from within.

The Benefits
We offer a competitive total rewards package* that includes:

• 18 weeks of paid parental leave
• Health and wellness benefits
• Employee assistance program
• Retirement benefits
• Education assistance
• Time off and absence programs
• Professional development and mentorship opportunities
• Paid volunteer time and charitable matching of employee donations
• Employee resource groups
• And more!

**Please note that benefits may vary based on location.

President Biden released an Executive Order stating that federal contractors must require COVID-19 vaccinations for all US employees. As a company that works on federal contracts, we have a legal requirement to comply with the Executive Order. To be considered for this career opportunity, you must be fully COVID-19 vaccinated or have an acceptable medical or religious accommodation. Learn more about our COVID-19 policies.

Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-notice.html

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at [email protected] for assistance.

By applying, you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.