Analyst, ITSM

Job Description

Knowledge And Skills In-depth knowledge & hands-on experience in Major Incident Management, Change Management & Problem Management Comfortable working closely with technical resources & Team leaders to ensure / maintain globalization strategies. Identify opportunities for improving business operations through more effective use of IT resources. Contribute to the definition and development of worldwide operating procedures and standards. Prepare process proposals or recommendations especially related to improve efficiency and performance of the IT environment. The ability to deliver an initiative through to its launch/implementation. A high level of quality and attention to detail. Experience in service management, process development, IT operations. Excellent interpersonal and customer service skills. In-depth knowledge of industry best practices and service delivery standards. Strong team spirit. Excellent written and verbal communication skills. Excellent organizational skills. Problem-solving skills. Ability to communicate complex business challenges in a non-technical and simplified manner Creation and management of various monitoring dashboards/presentations Evaluated service performance and modified SLA patterns to resolve operational issues Able to work under tight deadlines Self-motivation and able to take responsibility Experience And Education At least ITIL 4 Foundation certified. Experience leading a multicultural, worldwide team. Experience successfully evolving IT processes. BS/BA or relevant work experience. Strong English written and verbal skills required. Play a key role in maintaining and evolving a modern, mature & robust IT Service management function by working closely with the ITSM team as well as other IT groups & value stream owners to enforce & evolve processes. Providing a high level of quality support to the end user community by helping resolve end user/service escalations as well as assisting the business in meeting it goals. Show more Show less