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 / .
30+ days ago