Senior IT Service Management Analyst

4 weeks ago

Houston, United States Empyrean Benefit Solutions Full time

As a member of the Enterprise Technology Services Team, the SR IT Service Management Analyst  will be responsible for leading and driving the IT Service Management initiatives for framework, processes, and tools in the organization. Applying a deep understanding of Information Technology Infrastructure Library (ITIL) practices to implement and optimize IT Service Management processes.  

The SR IT Service Management Analyst will lead IT service owners, business stakeholders, and external vendors to ensure the delivery of high-quality IT services to the organization. This includes Service Request, Incident Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Service Availability Management, and Root Cause Analysis. This role will partner with leadership to establish and optimize IT Service Management operations in a global, hybrid work environment.  

Demonstrating a passion for customer service, this role will effectively lead cost-effective solutions and services prioritizing enterprise communications, platform stability/availability, end-user productivity, balancing of security requirements, and supporting a world-class experience for Empyrean clients. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Partner with leadership to achieve the vision for the corporate IT Service Management model 
  • Oversight of “best in class” IT Service Management operations for one or more of the following: Service Request, Incident Management, Problem Management, Change Management, Configuration Management (CMDB), Service Availability Management, and Root Cause Analysis that align with strategic Empyrean principles, processes, and goals (e.g., automation, DevOps, Agile etc.) 
  • Partner with leadership to implement an IT Asset Management Program and systems, that includes both hardware and software 
  • Lead continuous improvement for the Service Management lifecycle, including: the definition, design, transition, operation, and continuous improvement of IT services 
  • Partner with leadership to implement a Configuration Management Database (CMDB) 
  • Oversee continuous improvement of the Change Advisory Board Process and activities, including communication. 
  • Lead ongoing continuous improvement for Incident communications relating to client impact, business impact, expectations/actions required, updates and mitigation status. 
  • Lead continuous improvement for root cause analysis (RCA) activities to ensure that Incidents/Problems are resolved and reduce opportunity for re-occurrence. Identifies trends and potential problem sources through Incident and Problem Management data  
  • Implement deliverables as defined by the roadmap for the identified IT Service Management ticketing/workflow system solution 
  • Lead Continuous Improvement efforts for service catalogs, service level agreements (SLAs), and other service-related documentation. 
  • Work closely with IT teams to ensure that Service Level Agreements (SLAs) are met, and Incidents, Problems, and Changes and Service Requests are handled in a timely and efficient manner.  
  • Lead continuous improvement efforts for Knowledge Management Database processes and procedures. 
  • Lead collaboration with other teams across IT to coordinate implementations, maintenance, and release schedules of IT Service Management processes, including supporting documentation and delivery of associated communications and relevant training 
  • Lead collaboration with IT service owners, business stakeholders, and external vendors to ensure the delivery of high-quality IT services to the organization. 
  • Responsible for analyzing service data and producing reports to inform decision making and improve Service Delivery. 
  • Collaborate with technical and non-technical stakeholders and apply a strong customer service orientation. Using strong analytical skills to solve complex problems using data-driven approaches. 
  • Provide an additional level of oversight for high-touch Service Requests/Incidents related to Clients and C-Level executives 
  • Mentor Empyrean leadership and staff on IT Service Management concepts 
  • Keep abreast of industry trends and developments and identify opportunities for improvement and innovation in the delivery of IT services 
  • Ensure that IT Service Management processes and tools are compliant with relevant laws, regulations, and standards, such as ITIL, ISO 27001, and SOC

REQUIRED SKILLS AND ABILITIES

  • Established expertise in support of IT Service Management processes/solutions. 
  • Experience with IT Service Management ticketing/workflow platform(s), experience with ServiceNow or similar platform a plus. 
  • Experience collaborating with technical and solution delivery teams 
  • Familiar with Configuration Management Database (CMDB) support  
  • Ability to understand the activities on Major Incident triage bridges and translate those into meaningful communications and Post Incident Reviews 
  • Ability to create business and technical Executive Summaries  
  • Experience in reporting and data analysis, with the ability to produce clear and concise reports for technical and non-technical audiences  
  • Ability to provide training and guidance to IT staff on IT Service Management processes, tools, and best practices 
  • Proven ability to establish and maintain collaborative relationships and interact professionally with a diverse group of Executives, Managers, customers, and Subject Matter Experts 
  • Outstanding customer service, emotional intelligence, and interpersonal skills 
  • A strong sense of urgency and focus on SLAs 
  • Strong organizational development skills and experience in supporting organizational transition. 
  • Excellent communication skills, written and verbal 
  • Excellent reasoning, decision-making, and problem-solving skills 
  • Ability to manage and prioritize multiple tasks and projects, and to work under tight deadlines 
  • Located in the Minneapolis or Houston area 

KNOWLEDGE, EXPERIENCE AND/OR EDUCATION REQUIREMENTS

  • Bachelor’s degree or combination of Associates degree and equivalent years of experience, or 5+ years of experience in one or more of the following related fields: IT Service Management, IT Service Desk, Desktop Support/Engineering, IT Asset Management, Knowledge Management, Access Administration, Application Development, Application Support, IT Operations 
  • ITIL Foundation certification and strong understanding of ITIL Processes and standards 
  • 3+ years involvement in enterprise-wide technology initiatives/projects 
  • Strong technical background with the ability to discuss architecture, hardware, and software concepts 
  • Previous experience with ServiceNow a plus 
  • Experience with supporting an IT Asset Management Program (hardware and software) and associated technologies a plus 
  • Experience leading training, in both one-on-one and group sessions a plus 
  • Technology experience in the SaaS, employee benefits and/or healthcare space is a plus 
  • Exposure to JIRA and Confluence or similar suites or ticketing systems a plus 
  • Experience with Agile Framework a nice to have 

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