Job Title: Service Management Analyst

Job Summary:

The Service Management Analyst is responsible for supporting the delivery of Enterprise Technology services to the organization. This includes monitoring the Enterprise Technology Service Desk to ensure high-quality services and timely issue resolution.

Job Specific Responsibilities:

• Assist in testing organization Service Desk system upgrades and process updates
• Support the design, delivery, and improvement of system processes
• Support the integration of 3rd party support tools
• Help build and maintain documentation, knowledgebase articles, and support resources to reduce the number of tickets
• Understand the technical solution, interfaces, and data flows between enterprise tools
• Provide general support, administration, and maintenance of the enterprise tools with a focus on the Service Desk platform
• Monitor the health, usage, and compliance of enterprise tools
• Assist in creating and configuring business rules and notifications
• Help develop and produce accurate Service Delivery reports and Dashboards
• Assist in maintaining CMDB
• Support Asset Management procurement and disposal
• Support Change Management processes
• Monitor customer satisfaction surveys
• Work closely with colleagues in the Enterprise Technology and Cyber function and various departments within organization to ensure appropriate support and collaboration exist to achieve organizational objectives.
• Assist with IT Procurement activity

Job Requirements:

Minimum Education Level

• Must have at least one related Certification: ITILv3 or v4 (Foundation or Intermediate)

Desirable Requirements:

• Bachelor’s degree (or equivalent) in Computer Engineering, Computer Science, Information Technology, Information Systems or related field
• Experience maintaining a Configuration Management Database (CMDB)
• Minimum experience level
• Minimum of 2 years of practical experience in IT Service Management
• Strong communication skills with different layers of the organization
• Adjusting to changing priorities with good time management skills
• Experience in managing third party suppliers
• Excellent written and verbal communication skills
• Developed previous experience with ITSM tools
• Developed experience in managing 3rd party support activities and staff