Information Technology Service Management Analyst

Role Overview: As the IT Service Management Lead, you will be responsible for overseeing and driving the implementation of IT Service Management (ITSM) frameworks and best practices. Your role will involve ensuring alignment with business objectives and overseeing the efficient and effective delivery of IT services. You will work closely with various stakeholders to improve IT processes, manage incidents and problems, and drive continuous improvement through performance reporting and analytics. Key Responsibilities: - Lead ITSM Initiatives: Oversee and drive the implementation of ITSM frameworks, best practices, and tools (e.g., ITIL) to ensure alignment with business objectives. - Process Optimization: Continuously assess and improve ITSM processes, including Incident Management, Problem Management, Change Management, and Service Request Management. - Stakeholder Collaboration: Work closely with IT teams, business leaders, and external vendors to ensure alignment of IT services with organizational needs. - Incident and Problem Management: Oversee the effective management of critical incidents and problems, ensuring timely resolutions. - Change Management Oversight: Ensure the Change Management process is followed and changes are implemented with minimal disruption. - Performance Reporting and Analytics: Develop and monitor ITSM metrics and KPIs to assess service performance and provide recommendations for improvement. - Service Level Management: Ensure adherence to Service Level Agreements (SLAs) and manage service performance. - Compliance and Best Practices: Maintain knowledge of industry trends, regulations, and ITIL best practices for compliance. - CMDB Compliance: Maintain IT infrastructure and software inventory up-to-date. - Release Management: Verify release notes and ensure production readiness. - Cloud Cost Management: Track cloud costs, address anomalies, and prepare cloud Capex/Opex reports. Qualification Required: - Minimum 6 to 10 years of experience in IT Service Management. - Proficiency in ITIL frameworks and best practices. - Strong analytical skills for data-driven analysis and continuous improvement. Please note that interested candidates are requested to share their CV at chandni@biz2x.com.,