Principal Analyst, Technology Services

About the role

The Principal Analyst will be responsible for identifying, defining, and driving documentation and process improvements, maintaining and configuring applications, and performing support activities for Technology Services. The role leverages relationships with business and technology users to learn and improve the business processes the applications support, and trains technology and business users to enhance the user experience.

Responsibilities

• Drive daily operational activities and measure process quality and compliance to help simplify and automate work.
• Employ statistical methods and tools to analyze and configure applications to improve the customer experience, provide practical solutions to problems, and add business value.
• Identify, evaluate, and implement automation and continuous‑improvement initiatives in support of ITIL‑aligned processes.
• Engage business users, process owners, architecture and development teams to ensure effective application use and evaluate enhancements to deliver future value.
• Manage delivery of enterprise‑wide initiatives related to the applications and processes supported by the team.
• Drive positive working relationships with technology teams, business teams, and vendors to promote alignment between functions.
• Design and create metrics for improved measurement and reporting.
• Create and update documentation and conduct testing to ensure systems work as expected.
• Apply Vistra value drivers to identify and deliver innovative value‑creation ideas.
• Consult with managers and stakeholders to increase adoption and communication of TS processes through training and engagement.
• Demonstrate knowledge of industry‑related and emerging technologies to contribute to business case development for new ideas.
• Apply understanding of financial principles to team initiatives and contribute to business case development for new ideas.
• Provide domain guidance to less experienced team members.
• Serve as security governance advisor, ensuring risk, controls, and compliance requirements are embedded and tracked throughout technology lifecycles.
• Advise and work with business stakeholders on implementation and management of the Secure Controls Framework throughout the organization.
• Drive periodic review cycles of enterprise security policies, standards, and procedures to keep them current with regulatory change and industry practice.
• Monitor and assess compliance with security policies and control frameworks, partnering with business and technology stakeholders to identify gaps and drive remediation to closure.

Key Metrics

• Process compliance
• Agile delivery proficiency
• System availability for applications
• Ticket volumes and trending
• Stakeholder satisfaction
• Security governance adherence throughout technology lifecycles

Requirements

• 12–15 years professional experience in a technology or business field.
• Professional certifications a plus (e.g., ITIL, CSM, AWS).
• Proven ability to manage enterprise‑wide initiatives.
• Proven ability to identify, design, and create metrics for improved measurement and reporting.
• Ability to employ statistical methods and tools to analyze and improve the customer experience.
• Demonstrated ability to be trustworthy and dependable.
• Ability to learn quickly, be self‑motivated to improve knowledge, and tackle new challenges.
• Superior organizational, communication, and attention‑to‑detail skills.
• Skilled at creating executive‑level communications and presenting to and interacting with leaders.
• Energetic, hands‑on, enthusiastic, results‑oriented team player capable of adding significant value.
• Comfortable sharing ideas and finding innovative ways to resolve challenges.
• Proven ability to build support among peers and create positive relationships with stakeholders.
• Proactively seek learning opportunities to better understand department and enterprise goals.
• Experience gained through college degree programs and/or certification.

Location: Irving, Texas, United States.

Vistra is a global leader committed to exceeding customer expectations, fostering great people, teamwork, competitive spirit, and effective communication.