IT Service Management Analyst (FreshService)

Job Details

Description

The IT Service Management Analyst will be responsible for the day-to-day administration of IT Service Management technologies and serves as the organization's point of contact to ensure the smooth performance of operations.

Essential Duties and Responsibilities :

• Develops and analyzes dashboards, reports, and presentations to track various performance points, such as vendors, assets, issues, and contracts.
• Develops service catalog forms to collect, process, and route submitted information to the appropriate groups for processing.
• Collaborates with IT and business partners to develop processes and workflows used in the Service Management ticketing platform.
• Automates simple and complex tasks through the Service Management system to increase overall department productivity.
• Monitors and analyzes compliance with service level agreements to ensure performance / quality metrics, responsibilities, and expectations are met.
• Administers systems for tracking IT asset life cycles, managing inventory and maintaining information on software licenses and service level agreements.
• Tracks quality throughout product / contract lifetimes.
• Assists in data collection and organization efforts for audit reporting and budgeting.
• Ensures compliance with purchasing procedures and standards.
• Supports the Information Technology team and / or other departments on an as needed basis.
• Willingly takes on additional responsibilities as requested in order to accomplish department and Company objectives.
• Actively participates and contributes to the goals and objectives of the Company by working collaboratively and fostering a positive and inclusive work environment.

Skills and Abilities :

• Knowledge and experience in FreshService’s ITSM solution.
• Ability to handle high-stress multi-tasking situations requiring focus and accuracy.
• Ability to work with our business partners to develop sound ITIL-centric processes and practices that can be leveraged across the organization.
• Experience in the administration of ticketing systems, including workflow automation and SLAs.
• Experience in the administration of Asset Management solutions and associated practices.
• Ability to think "outside the box" and approach problems from a big-picture perspective.
• Ability to collaborate with IT teams to build out long-term strategies around service delivery and Infrastructure / Operations improvements.
• Experience with Logistics management within IT Purchasing, Vendor Management, Contract Management, Renewals, etc.
• Strong analytical abilities as well as attention to detail and accuracy.
• Experience in providing informative reporting for executives, auditors, and internal IT teams using a variety of tools and methods.

Training or Work Experience :

• Prior Infrastructure / Operations Strategy & Planning Experience preferred.
• Business Continuity & Disaster Recovery Experience preferred.
• ITIL Foundation, PMI, Six Sigma (White, Yellow, Green), Togaf, COBIT, or other framework certification preferred.

Education :

• If High School Diploma, minimum of 8 years combined experience in IT Service Management (Process, Delivery, Asset Mgmt, and ITSM) and Infrastructure or Help Desk duties.
• If Associates degree, minimum of 6 years combined experience in IT Service Management (Process, Delivery, Asset Mgmt, and ITSM) and Infrastructure or Help Desk duties.
• If Bachelor's degree, minimum of 4 years combined experience in IT Service Management (Process, Delivery, Asset Mgmt, and ITSM) and Infrastructure or Help Desk duties.

Working Conditions :

• On-Site Location : West Des Moines, Iowa
• Business Travel : Not likely / required.

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EquiTrust is an Equal Opportunity Employer and participates in the U.S. Federal E-Verify program. Applicants have rights under federal and state employment laws.

To learn more, visit https : / / www.equitrust.com / careers / opportunities / applicant-notices / .