Center of Excellence Analyst

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.

• 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.

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.