IT Analyst

Job Description

Job Description

Solve IT Strategies

is looking for an

IT Analyst - ITSM

for a leading beauty retail company. This role is located is

Remote . The Main Responsibilities of a person are: • 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 to identify 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 ITSM processes, tool and assist in training Associates. • Perform other duties as assigned. • Develop and maintain a variety of reports related to IT KPI's and Metrics. • Collect data from various sources and analyze trends to provide insights to management. • Collaborate with cross-functional teams to gather data and relevant insight. • Utilize Dashboards to create reports and communicate and updates needed. • Effectively Communicate timelines, follow-up with cross-functional teams and communicate any challenges in a timely manner. • Audit resolved tickets for support teams to ensure accuracy for reporting. • Follow up on breached tickets assigned to teams across the enterprise to bring to resolution. • Perform other duties as assigned. Requirements: Preferred knowledge and understanding of Cherwell ITSM, but not necessary

Excellent verbal and written communication skills Emphasis on customer service

2 to 3 years' experience in of technical support with knowledge and ability to implement ITIL best practices for Incident Management

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