IT Support Process Analyst
General Summary & Scope
- Resolve ITSM support issues to ensure operational efficiency.
- Offer recommendations to improve system usability.
- Initiate process enhancements across ITSM functions.
- Maintain documentation and logs for system operations.
- Develop dashboards and analyze data regarding service commitments.
- Partner with stakeholders to explore automation and process improvement opportunities.
- Manage performance metrics including SLAs, OLAs, and KPIs.
- Ensure effective implementation of service management processes based on ITIL practices.
- Revise documentation and assist in training for ITSM tools.
- Generate reports and collaborate with cross-functional teams to collect relevant data.
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