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IT Service Management Analyst
2 months ago
Description:
The IT Service Management analyst will assist with the day to day support of IT Service Management for the client. This includes end user escalations to the various vendors/partners for service management processes. He or she will work closely with various departments/levels throughout the company to address IT services. He or she will collaborate with the Digital End User Experience team to identify service management opportunities with both internal support teams and IT service partners. The ideal candidate will have both an understanding and concern for the highest levels of customer service.
PRINCIPAL ACCOUNTABILITIES
• Standard 40 hour work week - manager is in CT zone so may have to start work as early as 7AM Central US Time, could end their work day by 5PM Central US time
• Identify and develop reports identified by support teams
• Work with both internal and external support teams to identify support processes, knowledge documentation
• Assist with design requirements for self-service incidents and request forms
• Work with IT partners as required
• Identify opportunities in Service Management and work with internal support teams/IT partners to improve the service area (i.e. request fulfillment, incident resolution)
• Responsible for IT Service Management training program (documentation, scheduling, training, FAQs)
• Exceptional prioritization and project management skills
• Performs special projects as assigned by management
EXPERIENCE
• Minimum of Associates degree or higher in business or related discipline.
• Experience in customer service
• Experience in IT/IT Service Management
• Comfort level with a very high volume, fast paced operation in a time sensitive environment.
• Excellent interpersonal & problem-solving skills, written and verbal communication skills.
• High level of proficiency with Microsoft Office products, particularly Word, Excel and Power Point
• ServiceNow experience is a plus
• Training experience required
• Limited travel required
Skills:
customer service, servicenow, service desk, communication skills, end user support, analysis, support, service
Top Skills Details:
customer service,servicenow,service desk,communication skills,end user support
Additional Skills & Qualifications:
This position is exclusive
Experience Level:
Intermediate Level
About TEKsystems:We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
