Information Technology Service Management Analyst

As the Lead IT Service Management (ITSM) professional in our organization, your primary responsibility will be to oversee and drive the implementation of ITSM frameworks, best practices, and tools such as ITIL. Your role will involve ensuring that these initiatives align with our business objectives and contribute to the delivery of services efficiently and effectively. You will be tasked with continuously assessing and optimizing ITSM processes, including Incident Management, Problem Management, Change Management, and Service Request Management. Your keen eye for improvement opportunities will be crucial in identifying areas for enhancement and implementing streamlined processes to elevate service delivery standards. Collaboration with various stakeholders, including IT teams, business leaders, and external vendors, will be a key aspect of your role. Acting as a liaison between business requirements and IT operations, you will work towards ensuring that IT services are closely aligned with organizational needs. Overseeing the effective management of critical incidents and problems will be within your purview. Root cause identification and timely implementation of resolutions will be essential elements of your Incident and Problem Management responsibilities. You will also play a pivotal role in Change Management oversight, ensuring that changes to the IT environment are implemented smoothly with minimal disruption to business operations. Additionally, you will drive change approval board meetings to facilitate this process. Developing and monitoring ITSM metrics and Key Performance Indicators (KPIs) will be crucial for assessing the performance of IT services. Your ability to derive insights and recommendations for continuous improvement through data-driven analysis will be highly valued. Ensuring adherence to Service Level Agreements (SLAs) and proactively managing service performance to meet or exceed agreed-upon levels of service will be another critical aspect of your role. Maintaining knowledge of industry trends, regulations, and ITIL best practices to ensure compliance and alignment with standards will also be expected. Furthermore, you will be responsible for maintaining the IT infrastructure and software inventory, ensuring its accuracy and timeliness. Verifying release notes and ensuring that all production releases meet the required standards will be part of your Release Management responsibilities. Tracking cloud costs, reporting anomalies, and addressing them through incidents will also be part of your duties. Additionally, you will prepare cloud Capital Expenditure (Capex) and Operational Expenditure (Opex) reports to manage cloud costs effectively. With a required experience level of 6 to 10 years in IT Service Management, if you are passionate about optimizing ITSM processes, collaborating with stakeholders, and ensuring efficient service delivery, we invite you to share your CV with us at chandni@biz2x.com.,