Service Management Analyst

Summary about this job

Detail information about job Service Management Analyst. Terms and conditions vacancy

The IT Service Management Analyst is responsible for improving ITIL aligned ITSM process maturity and compliance. As a subject matter expert in service management, the Service Management Analyst has a primary focus on supporting Incident and Problem processes in addition to working together with other members in improving and operating other processes, including Service Request and Change management.

Key Responsibilities

• This role will lead support teams to identify and execute improvements in processes and tools and will also lead daily operational activities, carry out activities as assigned and measure process quality and compliance.
• This role will provide support, guidance, and training to the IT community and assist with the promotion and communication of the process to all parties involved
• Design, maintain and publish reports to assess performance of ITSM processes
• Work together with business users to gather facts and analyze improvement opportunities on operational processes and tools.
• Performs discovery and design workshops with other members in the Service Management team to produce improvement proposals on ITSM processes and practices.
• Maintains the documentation & knowledge articles that support IT service management processes.
• Leads the roll out of new processes or improvements on existing processes or tools and systems, and provide necessary training to the operation team.

Key Criteria

• 3+ years of IT Service Management/Integration experience within related Industry sectors
• ITIL v3.0 Foundation Certification
• Working experience related to IT operation support, including systems and networking, performance, and availability monitoring and analysis.
• Experience with Service Operations
• Experience building and continuously improving ITSM processes
• Experience developing and implementing Operating Level Agreements (OLA’s).
• Bachelor's degree in Computer Science, Computer Information Systems, Management Information Systems, or equivalent experience preferred.