IT Service Management Specialist
8 hours ago
The IT Service Management Analyst is responsible for ensuring that IT services meet the needs of the business and operate as efficiently as possible. This role will support IT service management activities across Information Technology, including service management process implementation, service management metrics and reporting, and improvements to our IT Service Management tool.
Key Responsibilities
Collaborate and communicate with IT and business partners on business requirements and needs. Participate and assist with system monitoring, development, scripting, support, troubleshooting, root cause analysis, and installation of new releases and updates for infrastructure and operations. Identify opportunities and implement solutions to better govern ITIL processes through continual service improvement. Act as subject matter expert for one or more infrastructure and operations processes and services. Support project planning and execution for infrastructure projects. Develop and maintain operational reports and dashboards for accomplishments, SLA reporting, incident, problem and change reporting. Measure performance of ITIL based processes and makes recommendations for improvements. Develop the automation for the collection and reporting of operational data, service levels, and KPI's. Perform root cause analysis and data mining out of ITSM tools to generate and presents reports. Manage communications to business partners for service impacting changes. Act as customer liaison and advocate for internal and/or external IT consumers.
Requirements
3-years information technology service management experience. Previous success managing an ITSM ticketing tool. Experience with IT service management tools (e.g., Freshservice, ServiceNow, BMC Remedy). Experience with ITIL best practices and processes and ITIL Foundations certification. Ability to create and maintain policies, standards, and procedures in support of IT service tools. Strong written and verbal communication skills. Demonstrated ability to work independently with minimal guidance. Excellent organizational skills, including ability to multi-task and prioritize workload. Ability to think strategically with supporting analytical and problem-solving skills, including the ability to deal with ambiguity. Demonstrated ability to successfully manage projects from conceptual phase through implementation and testing. Experience with cloud computing concepts. Achieve Freshworks certification within 1 year of start date. Achieve Azure Fundamentals, AWS, or other cloud certification within 1 year of start date.
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