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Analyst, ITSM

Job Summary

The IT Service Management (ITSM) Analyst provides oversight for the Incident, Request, Change, and Problem Management functions, resulting in Continuous Improvement, Communications Management and Knowledge Management. This individual should have prior experience in each of these functions, having matured the processes at their previous organizations. He or She will report the IT Service Management Manager.  The ITSM Analyst quickly builds a network of IT and Business Professionals within the company. This network will be critical to ensuring major incidents are addressed in a timely manner and root causes are identified for future prevention. This role is a change agent that should keep us on our toes, ensuring that we’re focused on the big picture issues. Ultimately, the success of the ITSM Analyst will be defined by the reduction in negative end user impact, improving the end user experience, increasing productivity, and managing risks to the level acceptable to the business.

Key Accountabilities

  • (45%) Continuous Improvement of IT internal processes and User experience
    • Works with IT teams, including the Helpdesk and IT Support, to identify gaps and inefficiencies in existing operations, proposing solutions/improvements
    • Engages necessary resources to execute agreed upon solutions to completion
    • Documents lessons learned and identifies areas for continuous improvement, whether that be through Problem Management, Change Management, Knowledge Management, etc
    • Owns documentation – reviews, updates, formats, publishes Knowledgebase Articles based upon content provided by IT teams
    • Lead workshops to ensure full alignment of requirements and solution across technical and business teams
    • Support the design and implementation of ServiceNow integrations, including IT Operations Management (ITOM)
  • (20%) Reporting/Communication
    • Drafts and authorizes IT planned and emergency communications for distribution to targeted audiences (IE: all plant, all business line, all region, etc)
    • Assists in creating and maintaining IT operational workflows, knowledge documents, reports, portal content, and communications to IT and business customers
    • Works with IT Leadership to align SLAs and support activities to meet business needs
    • Assists with preparation of presentations and summaries for executive and key leadership
    • Define KPIs and build a dashboard for the managed processes to showcase improvement over time
    • (20%) Problem Management
    • Establishes Problem Management process with the support and help of the ITSM Manager
    • Identifies and documents systemic issues
    • Prioritizes action items to resolve accordingly, keeping high priority issues at the forefront of the resolving team’s efforts
  • (15%) Governance
    • Chairing the weekly Infrastructure Change Advisory Board (CAB) and measure process compliance
    • Facilitates major incident conference bridges, accurately identifying and logging attendees, timelines and troubleshooting steps taken
    • Assist with Incident, Problem, Service and Change Management functions with analysis of trends and patterns
    • Follows company policies for engaging, communicating, and ultimately facilitating the issue resolution
    • Support efforts regarding Business Continuity/Disaster Recovery Planning and Execution Updates and creates policy documents, overseas policy lifecycle reviews
    • 24x7 On-Call Support for assigned weeks, secondary/tertiary point of contact within IT Service Management for all High Priority issues during these periods

Job Requirements

  • Bachelor's Degree in Computer Science, Information Technology, Business, Engineering, Project Management, Business/Administration, Service Management or related field
  • 3 years of IT Service Management experience
  • Experience operating within an ITIL or ITSM aligned organization
  • Experience with ServiceNow reporting and administration (strongly preferred)
  • Strong technical experience, basic understanding of IT infrastructures, applications, and databases 
  • Excellent critical thinking and practical decision making
  • Strong problem-solving and root cause analysis skills, attention to detail and consistent follow-through to assure problems are resolved
  • Strong interpersonal skills – quickly knows everyone and how their roles interact, but is comfortable with the uncomfortable (will hold others accountable for their action items and area of responsibility)
  • Experience with Microsoft Project and Microsoft Visio, or other organizational tools
  • Exceptional written and verbal communication skills, ability to interact with employees in all departments and at all levels of the organization
  • Willingness to obtain one or more common industry certifications within first 60 days of employment
  • Particularly desirable certifications:
    •     ITIL 4 Foundation or higher
    •     ServiceNow Certified System Administrator
    •     Six Sigma Green Belt or higher

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