Job Description
Job Description
IT Service Management Analyst
General Summary & Scope
- Resolve ITSM support issues and ensure user satisfaction.
- Provide proactive recommendations to maximize system usability.
- Implement process improvements across ITSM functions.
- Maintain system documentation, logs, and work instructions.
- Create custom solutions and dashboards to analyze reporting data regarding service level commitments.
- Collaborate with stakeholders to leverage system metrics and identify opportunities for automation and process improvement.
- Manage SLAs, OLAs, KPIs, and performance metrics for ITSM processes.
- Analyze, design, maintain, and promote service management processes, ensuring compliance with ITIL best practices.
- Write or revise program documentation and assist in training Associates.
- Develop reports related to IT KPIs and collaborate with cross-functional teams to gather insights.
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