Service Management Process Analyst
2 months ago
Summary of Position:
We are seeking a dedicated & analytical Service Management Process Analyst to join our team. This role is pivotal in ensuring the delivery of high-quality services by assessing, monitoring, & optimizing the performance of our service offerings. The Service Management Process Analyst will work closely with various teams to gather & analyze data, identify trends, & provide insights to enhance service quality & customer satisfaction. As part of this mission, the analyst will also collaborate with teams to review current processes, identify areas for enhancement, & collect requirements for optimization plans. In the initial phase, our focus is on revitalizing our inventory management, service ticketing system & service catalog.
Job Duties:
- Data Collection: Collaborate with relevant teams to gather data related to IT service performance, including operational metrics & customer feedback.
- Performance Monitoring: Continuously monitor & analyze service performance data to identify trends, anomalies, & areas for improvement. Conduct in-depth analysis of service performance data, generate reports, & provide actionable insights to management & teams.
- Service Metrics: Develop & maintain IT service metrics to provide real-time visibility into service quality.
- Process Development & Improvement: Work with teams to gather requirements, identify improvement areas, & document the workflows. Maintain comprehensive documentation to provide clear & thorough guidance for the IT processes.
- Customer Feedback: Analyze customer feedback to assess service quality & identify areas for improvement. Take the lead in reaching out to customers, when needed, for clarification of their feedback & issue resolution.
- Collaboration: Collaborate with cross-functional teams to ensure the alignment of service performance with business objectives.
- Proven experience in process analysis & requirements gathering, particularly in an operational management context. Proficient in Microsoft Office Suite, with a strong command of Excel, Word, & Visio. Ability to analyze & query data using SQL &/or Python is a plus.
- Strong analytical & problem-solving skills, with the ability to translate data into actionable insights.
- Good organizational & planning skills, out-of-the-box thinking, customer-oriented mindset.
- Excellent communication - both verbal & written, & interpersonal skills to work with diverse teams & stakeholders.
- Familiarity with IT service management tools & methodologies is advantageous.
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