Sr. ITSM Change Analyst is responsible for supporting the development, implementation, continuous improvement, and operation of our ITSM program.
This will include Change, Incident, Problem, Request, Asset Management, and CMDB to provide exceptional IT services.
The Service Desk ITSM analyst will assist service desk managers in the day to day operations of the desks by providing support in daily tactical activities.
Analysts role will help develop, bolster and improve areas in the ITSM lifecycle like Incident Management, Problem Management and Change Management.
Essential Functions
Assists IT Service Desk Management in defining the processes, standards, and methodologies, as well as their adoption and governance
Monitors compliance to customer service standards by reviewing and evaluating technician call recordings
within IVR as well as incident/issue documentation within ITSM tool Manage Engine – Service Desk Plus
Responsible for gathering data in support of Service Desk metrics (productivity – call volumes, ticket volumes
and KPIs – FCR, MTTR, Avg Wait Times, etc…)
Interpret metrics and participate in the development of appropriate actionable plans for the definition of a
new and/or improvement of existing ITSM processes. This will include detailed tactical steps to drive the changes desired
with clearly defined success criteria.
Maintains the Major Incident Management On-Call listing.
Reviews Knowledge Articles for process compliance and identifies Knowledge Management needs.
Interacts with senior internal and external personnel.
Qualifications:
Education & Experience
Associate's / Bachelor's Degree or Appropriate Level Certifications.
Demonstrate proficiency in windows operating system and applications.
Demonstrate understanding of current computer, telephonic and mobile technology.
Demonstrate excellent verbal and written communication skills.
Demonstrate exceptional ability to think quickly and logically when under pressure.
Demonstrate strong capability to multitask and prioritize a busy workload.
Demonstrate excellent customer service skills.
SME for all supported systems, applications and hardwares.
