IT Analyst

Job Title: IT Analyst
Job Location: Bolingbrook, IL
Contract Duration: 3+ months

POSITION SUMMARY:

The Analyst analyzes, documents, support ITSM Processes and Functions in a highly dynamic and fast paced environment, while supporting the ITSM tools. This position works closely with cross-functional teams to understand their business needs and translate them into functional/technical requirements. They suggest innovative solutions to leverage technology to provide dynamic and efficient tools. The Analyst leads and/or participates in development and integration activities of the ITSM Processes and Tool

CORE JOB RESPONSIBILITIES:

• Resolve ITSM support issues
• Provide proactive recommendations to maximize system use and usability.
• Process Improvements across all ITSM functions
• Maintain system documentation, logs and work instructions.
• Create custom solutions, dashboards, analyze and distribute reporting data regarding service level commitments for Business and IT service owners.
• Partner with stakeholders to leverage system metrics and identify business value, automation and process improvement opportunities.
• Manage SLAs, OLAs, KPIS, reports, metrics, for ITSM processes, scorecards, and performance plans identifying trends and aligning with the business needs.
• Analyze, design, maintain, audit, integrate, and promote service management processes such as Incident, Problem, Change, Knowledge and Asset Life Cycle Management, Production Release Management, Service Catalog Management, Vendor Contact Management, Business Process Management, and Configuration Management (CMDB), research and present best practices using ITIL as a guiding framework. Drive for continuous improvements and ensure teams are following the processes.
• Write or revise program documentation, operations documentation, user guides and training manuals for the client's ITSM processes, tool and assist in training the Associates.
• Perform other duties as assigned.

REQUIREMENTS FOR CONSIDERATION:

• Preferred knowledge and understanding of Cherwell ITSM, but not necessary
• Knowledge and understanding of how ITSM can enable operations to become more efficient and effective
• 3 to 5 years' experience in of technical support with knowledge and ability to implement ITIL best practices for Incident Management, Problem Management, Change Management, Service Catalog Management, and Configuration Management which includes 2 years' experience of process improvements
• Ability to demonstrate strong analytical, group facilitation, relationship management and problem-solving skills
• Ability to diagnose application, software and hardware problems in person and remotely
• Excellent verbal and written communication skills
• Must be creative, organized, detail oriented, and able to assimilate information quickly
• Project management experience a strong plus
• Flexibility of providing support during odd hours, weekends, and peak seasons
• Emphasis on customer service
• Ability to effectively interact with internal and external business partners
• Must be proactive, self-directed, detailed and organized
• Must have understanding of current information technology with an ability to conceptualize solutions to business problems in the most effective and cost-efficient manner
• Able to follow-up, follow through and deliver quality and timely results
• Able to manage and prioritize complex issues in integrated enterprise environment and meet deadlines.
• Ability to demonstrate strong administrative skills with effectiveness in developing tasks and managing resources to achieve target dates
• Demonstrated ability to effectively balance multiple responsibilities which may frequently change