IT Service Management Analyst

We are seeking a dedicated ITSM Analyst to join our dynamic team. This role offers the opportunity to enhance IT service delivery while collaborating with key business partners to improve processes and policies. Responsibilities Ensure teams are executing on Incident, Problem, Change, Release, and Availability Management processes and best practices. Provide input and feedback on reporting and trending to ensure metrics are significant and measurable. Develop trending and baseline for auditing best practices across ITSM capabilities. Own the company's Status Website, ensuring products are organized and monitored effectively. Assist in publishing clear incident notifications for high severity incidents. Lead the Change Management Board and coordinate release management activities. Develop and lead Problem Management and Monthly High Severity Incident review meetings. Partner with teams to identify improvement opportunities based on ITSM reports and trends. Manage the Employee Portal to enhance user experience and communication. Skills Minimum 10 years of experience in technical support for IT hardware, software, and desktop peripherals. At least 5 years of experience leading teams in service delivery best practices. Strong background in ITSM and ITIL environments. Excellent analytical and problem-solving skills. Exceptional verbal and written communication skills. Preferred Skills Experience in scaled agile organizations. Prior experience in the healthcare IT sector. Knowledge of Agile Development and Product Management. Industry certifications such as PMP, ITIL, or Six Sigma. Familiarity with ServiceNow and Microsoft technologies. We are committed to fostering a diverse, equitable, and inclusive workplace where all individuals feel valued and empowered. We encourage candidates from all backgrounds to apply and contribute to our vibrant team culture. #J-18808-Ljbffr

Created: 2025-02-01