Analyst, IT Service Management (ITSM)

Job SummaryThe 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 to 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 experienceWorks with IT teams, including the Helpdesk and IT Support, to identify gaps and inefficiencies in existing operations, proposing solutions/improvementsContributes to the evolution of the ITSM strategy in alignment with the organization’s business goals. Understands the needs identified, analyzes and identifies the root causes of the issues, explores possible solutions while considering best practices as well as the various constraints. Engages necessary resources to execute agreed upon solutions to completionDocuments 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 teamsLead workshops to ensure full alignment of requirements and solution across technical and business teamsSupport the design and implementation of ServiceNow integrations: CMDB, Service Mapping, Request Management, etc. Train and support the users affected by the process changes(20%) Problem ManagementImplements a Problem Management process with the support and help of the ITSM ManagerIdentifies and documents systemic issuesPrioritizes action items to resolve accordingly, keeping high priority issues at the forefront of the resolving team’s efforts(20%) Reporting/CommunicationMeasure the quality of services and compliance with processes, suggest and implement new metrics. 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 customersUpdates Knowledgebase articles in ServiceNow and other content for general user distributionWorks with IT Leadership to align SLAs and support activities to meet business needsAssists with preparation of presentations and summaries for executive and key leadership in the context of major incident management(15%) GovernanceChairing the weekly Infrastructure Change Advisory Board (CAB) and measure process compliance (as a backup to the CAB Manager)Facilitates major incident conference bridges, accurately identifying and logging attendees, timelines and troubleshooting steps taken Assist with Incident, Problem, Request and Change Management functions with analysis of trends and patterns Follows company policies for engaging, communicating, and ultimately facilitating the issue resolution24x7 On-Call Support for major incident management, secondary/tertiary point of contact within IT Service Management for all High Priority issuesJob RequirementsBachelor's Degree in Computer Science, Information Technology, Business, Engineering, Project Management, Business/Administration, Service Management or related field3 years of IT Service Management experienceExperience operating within an ITIL or ITSM aligned organizationExperience with ServiceNow (strongly preferred)Strong technical experience, basic understanding of IT infrastructures, applications and databases Excellent critical thinking and practical decision makingRigorous and process orientedLeadership and autonomyStrong problem-solving and root cause analysis skills, attention to detail and consistent follow-through to assure problems are resolvedStrong 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 Visio, or other organizational toolsStrong Microsoft Excel skills, especially data analysis functionalitiesAbility to manage multiple projects simultaneoulyExceptional 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 (ITIL 4 Foundation or higher, ServiceNow Certified System Administrator, Six Sigma Green Belt or higher).