Sr Analyst- Service management office

POSITION OVERVIEW

As a Senior Analyst in the Service Management Office, you will be responsible for independently analyzing data to assess and help improve the processes, products, services, best practices, and functions for a service-oriented, client-driven, value-added organization.

RESPONSIBILITES:

 ITSM Processes:

o Collaborate with functional leaders to implement comprehensive key performance and risk indicators along with related reporting.

o Collaborate with cross-functional leads to ensure IT Infrastructure Library (ITIL) processes like change management, request fulfillment, event management, incident management, problem management, configuration management, software asset management, service catalog management, demand management, and service portfolio management are followed.

o Collaborate with cross-functional leads to integrate service management practices into the delivery of IT services with the objective of delivering reliable, repeatable IT services, at proper service levels.

 Change and Incident Management:

o Conduct Change Advisory Board (CAB) meetings.

o Follow up with teams which resolved incidents to close out incident tickets and complete RCA process.

 Project Execution:

o Collaborate with cross-functional teams to implement infrastructure and operations projects and obtain status, while adhering and complying with project management processes and procedures to drive efficiency.

 Maintenance Window/ Releases:

o Manage maintenance window sequencing calls and maintenance windows with help from other SMO team members, if needed.

 Reports:

o Design, develop and prepare key reports, key performance indicators (KPIs), and metrics packages.

o Prepare reports that help measure customer satisfaction and service value.

 Good communication with cross-functional team members.

QUALIFICATIONS AND EXPERIENCE:
 6 + years experience in service management
 A bachelor's degree with emphasis in management information systems, or related field of study.
 ITIL or similar certification- preferred.
 Excellent oral, written and presentation skills to communicate, persuade and influence decision-making, paired with active listening skills.
 Advanced analytical and problem-solving skills.
 Understand the ITIL framework and how it aligns with and complements other frameworks such as Agile or other project management approaches.
 Participate in incident handling and off-hours/weekend maintenance activities, as necessary,