The ITSM Analyst under general direction, will be responsible for serving as a subject matter expert associated with content, processes, and procedures associated with ITSM solution.
PRIMARY RESPONSIBILITIES:
• Formulates and defines system scope and objective based on user needs and thorough understanding of business processes, best practices, and available supporting technology.
• Will assist with the development of and maintain ITSM processes and associated procedures/tasks.
• Collects and defines requirements and may participate in the technical design, test planning and user documentation processes of ITSM platform.
• Will work with business owners, IT Support teams, System Administrators, and Engineers to support development and delivery of ITSM tools and enhancements.
• Will maintain the Knowledge Base and Problem Management Process, Will assist the Change Manager, Will manage High Priority Escalation Process, and will gather data and report on ITSM Metrics, KPI’s, and SLA’s
OTHER RESPONSIBILITIES:
• Ensures Regular and consistent communications are maintained to users and management.
• Analyzes information obtained from ITSM tools and makes sound recommendations for process improvements.
• Will assist other IT Service Management Teams as necessary providing statistics, suggestions, and enhancement opportunities.
• Conducts system demonstrations and coordinates the creation of user guides.
• Responsible to work with business partners to establish business benefits and return on investment for potential IT portfolio initiatives.
KNOWLEDGE, SKILLS AND ABILITIES:
• Working knowledge of Agile and other development methodologies.
• Advanced knowledge and expertise with lifecycles for IT programs, IT projects, systems development, and IT production operations.
• Strong knowledge of IT production processes, such as change management, configuration management, release management, and lifecycle management. Experience must include knowledge of IT best practices and process tools.
• Proven business process analysis, strong interpersonal skills and team orientation.
EDUCATION / SPECIALIZED KNOWLEDGE REQUIREMENTS:
• Bachelor’s degree in MIS or related discipline from four-year College or university preferred.
• ITIL Certification Preferred
• 2 to 3 years’ experience working in an information technology discipline.
• Experience with IT production environments, including operating systems, applications, networks, servers, and associated hardware and software.
• Fluent in English.
