Do you want your voice heard and your actions to count?
Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world’s leading financial groups. Across the globe, we’re 150,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.
With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.
Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.
EDUCATION
• Degree or equivalent work experience equally preferable.
• Bachelor's degree preferred, with a major in computer science or related field
CERTIFICATIONS
• • Must have Information Technology Infrastructure Library (ITIL) v3/2011 Foundation certification, with preference for advanced intermediate certification in ITIL's Service Operations or Operational Support and Analysis certification
WORK EXPERIENCE
• • Certification in Six Sigma and/or Control Objectives for Information and Related Technologies (COBIT) certification a plus
FUNCTIONAL SKILLS
• • Experience in IT delivery services across a large organization required
• • Ability to use data-driven techniques, analyze, and interpret data
• • Ability to work with analytical tools like Business Objects and Crystal Reports
• • Advanced knowledge of computer software, Excel, Word, PowerPoint, Visio, and Access
• • Extensive background in measurements of IT services
• • Experience with incident and problem management as well as process improvement in a technology organization, or an equivalent combination of education and experience both within a process area and IT Service Management (ITSM) tools
• • Thorough understanding of ITIL/ITSM processes with knowledge of the various ITSM stages, including but not limited to: incident management, problem management, change management, configuration management, knowledge management, release and deployment management, service catalogue management, availability management, continuous improvement, service reporting, and KPIs
• • Broad understanding of all aspects of applications and infrastructure components
• • Proficient in various tools relating to the management of incident, change, problem, knowledge management, and reports
• • Knowledge of risk management, compliance, audit, information security, and technical privacy
• • Understanding of the ServiceNow application modules (incident, problem, change, knowledge, known error)
• • Categorize and document issues, customer interactions, troubleshooting steps taken, pertinent information gathered, and resolutions
• Experience in the banking or finance industries preferred • Experience in a highly regulated industry preferred
• • Knowledge of IT Service Management (ITSM) framework • • Ability to use data-driven techniques, analyze and interpret data
• • Thorough understanding of ITIL/ITSM processes with knowledge of the various ITSM stages, including but not limited to: Incident Management, Problem Management, Change Management, Configuration Management, Knowledge Management, Release and Deployment Management, Service Catalogue Management, Availability Management, Continuous Improvement, Service, and reporting and KPIs
• • Broad understanding of all aspects of applications and infrastructure components
• • Proficient in various tools relating to the management of incident, change, problem, knowledge management, and reports
• • Knowledge of risk management, compliance, audit, information security, and technical privacy
FOUNDATIONAL SKILLS
• Communicates effectively
• Identifies multiple paths to success using analytical and critical thinking as well as decision-making skills
• Exercises sound judgement, prioritizes effectively, and strives for continuous improvement
• Effectively collaborates with colleagues
• Leverages available technology to drive efficiency and results
• Understands and applies industry trends and best practices
• Exhibits optimism, resilience, flexibility, and openness to others' ideas
• Values learning as a lifelong professional objective • Engages inclusively and with intent
• Always acts with integrity
• Iterative problem-solving
• Serving as a trusted advisor
• Ability to work effectively both independently and as part of a team
RESPONSIBILITIES
• Proficiency with ServiceNow ITSM: Advanced ability to create reports, dashboards, and manipulate data for technical and trend analysis
• Microsoft Azure Active Directory (AAD), Intune Endpoint Manager, and Microsoft Active Directory administration
• Citrix Virtual Desktop, Citrix Workspace, and Microsoft Virtual Desktop administration
• Proficiency with command line, PowerShell, and comprehension of scripting commonly used in Windows environments for purpose of understanding expected behaviors and troubleshooting issues
• Proficiency in network fundamentals: TCP/IP, DNS, VPN, firewalls, proxies, Wi-Fi, VoIP, application of 802.1x protocol, and ability to troubleshoot network issues from endpoints within this scope
• Proficiency in troubleshooting Microsoft Windows operating systems
• Proficiency in Microsoft 365 Suite including resolving Outlook profile, archive, permissions issues, Teams, SharePoint, OneDrive, and OneNote issue
• Proficiency in administering and troubleshooting print services through printer servers and direct to IP printing
• Proficiency in administering network file sharing including drive mapping, permissions, and troubleshooting
• Proficiency with Service Now ITSM: Advanced ability to create reports, dashboards, and manipulate data for technical and trend analysis
• Familiarity with Linux / Unix is a plus
• Familiarity with ACD Tools (Avaya or Cisco a plus): operations, reporting, skill-based call routing administration, IVR administration
• Remote access/support tools: RDP, VDI Shadowing, Bomgar or similar remote support applications, and PsExec
• Familiarity supporting VPN issues
• Familiarity supporting multi-factor authentication (RSA, MS MFA, etc.)
• Familiarity with home network troubleshooting
• Experience in collaborating with offshore and other IT infrastructure teams
Mitsubishi UFJ Financial Group (MUFG) is an equal opportunity employer. We view our employees as our key assets as they are fundamental to our long-term growth and success. MUFG is committed to hiring based on merit and organsational fit, regardless of race, religion or gender.
