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.