IT Analyst-ITSM

For further inquiries regarding the following opportunity, please contact one of our Talent Specialists

Megha | 224 303-4498

Neha | 224-507-1263

Title: IT Analyst ITSM

Location: Bolingbrook, IL

Duration: 5 Months

Description:

POSITION SUMMARY:
The Analyst analyzes, documents, support ITSM Processes and Functions in a highly dynamic and fast paced environment, while supporting the ITSM tools. This position works closely with cross-functional teams to understand their business needs and translate them into functional/technical requirements. They suggest innovative solutions to leverage technology to provide dynamic and efficient tools. The Analyst leads and/or participates in development and integration activities of the ITSM Processes and Tool.

CORE JOB RESPONSIBILITIES:
Resolve ITSM support issues.
Provide proactive recommendations to maximize system use and usability.
Process Improvements across all ITSM functions
Maintain system documentation, logs, and work instructions.
Create custom solutions, dashboards, analyze and distribute reporting data regarding service level commitments for Business and IT service owners.
Partner with stakeholders to leverage system metrics and identify business value, automation, and process improvement opportunities.
Manage SLAs, OLAs, KPIS, reports, metrics, for ITSM processes, scorecards, and performance plans to identify trends and aligning with the business needs.
Analyze, design, maintain, audit, integrate, and promote service management processes such as Incident, Problem, Change, Knowledge and Asset Life Cycle Management, Production Release Management, Service Catalog Management, Vendor Contact Management, Business Process Management, and Configuration Management (CMDB), research and present best practices using ITIL as a guiding framework. Drive for continuous improvements and ensure teams are following the processes.
Write or revise program documentation, operations documentation, user guides and training manuals for CLIENT's ITSM processes, tool and assist in training Client Associates.
Perform other duties as assigned.
Develop and maintain a variety of reports related to IT KPI's and Metrics.
Collect data from various sources and analyze trends to provide insights to management.
Collaborate with cross-functional teams to gather data and relevant insight.
Utilize Dashboards to create reports and communicate and updates needed.
Effectively Communicate timelines, follow-up with cross-functional teams and communicate any challenges in a timely manner.
Audit resolved tickets for support teams to ensure accuracy for reporting.
Follow up on breached tickets assigned to teams across the enterprise to bring to resolution.
Perform other duties as assigned.

REQUIREMENTS FOR CONSIDERATION:

Preferred knowledge and understanding of Cherwell ITSM, but not necessary.

Knowledge and understanding of how ITSM can enable operations to become more efficient and effective.

2 to 3 years' experience in of technical support with knowledge and ability to implement ITIL best practices for Incident Management, Problem Management, Change Management, Service