Service Management Process Analyst

1 month ago

New York, United States RightTalents LLC Full time

Title: Service Management Process Analyst

Client: NYC Agency

Location: Long Island City, NY (Hybrid- 3 days onsite)

Duration: 36 Months


Looking a candidate with strong data analytics skills, proficiency in SQL, and excellent communication abilities.

Job Description:

  • The Service Management Process Analyst will work closely with various teams to gather and analyze data, identify trends, and provide insights to enhance service quality and customer satisfaction.
  • As part of this mission, the analyst will also collaborate with teams to review current processes, identify areas for enhancement, and collect requirements for optimization plans. In the initial phase, our focus is on revitalizing our inventory management, service ticketing system and service catalog.
  • Data Collection: Collaborate with relevant teams to gather data related to IT service performance, including operational metrics and customer feedback.
  • Performance Monitoring: Continuously monitor and analyze service performance data to identify trends, anomalies, and areas for improvement. Conduct in-depth analysis of service performance data, generate reports, and provide actionable insights to management and teams.
  • Service Metrics: Develop and maintain IT service metrics to provide real-time visibility into service quality.
  • Process Development and Improvement: Work with teams to gather requirements, identify improvement areas, and document the workflows. Maintain comprehensive documentation to provide clear and thorough guidance for the IT processes.
  • Customer Feedback: Analyze customer feedback to assess service quality and identify areas for improvement. Take the lead in reaching out to customers, when needed, for clarification of their feedback and issue resolution.
  • Collaboration: Collaborate with cross-functional teams to ensure the alignment of service performance with business objectives.

Mandatory Skills:

  • Proven experience in process analysis and requirements gathering, particularly in an operational management context.
  • Proficient in Microsoft Office Suite, with a strong command of Excel, Word, and Visio.
  • Ability to analyze and query data using SQL and/or Python is a plus.
  • Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
  • Good organizational and planning skills, out-of-the-box thinking, customer-oriented mindset.
  • Excellent communication – both verbal and written, and interpersonal skills to work with diverse teams and stakeholders.
  • Familiarity with IT service management tools and methodologies is advantageous.

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