Information Technology Service Management Analyst

Key Responsibilities:

• Lead ITSM Initiatives: Oversee and drive the implementation of ITSM frameworks, best practices, and tools (e.g., ITIL), ensuring alignment with business objectives and ensuring that services are delivered efficiently and effectively.
• Process Optimization: Continuously assess and improve ITSM processes, including Incident Management, Problem Management, Change Management, Service Request Management, and more. Identify areas for improvement and implement streamlined processes to enhance service delivery.
• Stakeholder Collaboration: Work closely with IT teams, business leaders, and external vendors to ensure alignment of IT services with organizational needs. Act as a liaison between business requirements and IT operations.
• Incident and Problem Management: Oversee the effective management of critical incidents and problems, ensuring root causes are identified and that resolutions are implemented in a timely manner.
• Change Management Oversight: Ensure that the Change Management process is followed and that changes to the IT environment are implemented with minimal disruption to business operations. Drive change approval board meetings.
• Performance Reporting and Analytics: Develop and monitor ITSM metrics and KPIs to assess the performance of IT services. Provide insights and recommendations for continuous improvement through data-driven analysis.
• Service Level Management: Ensure that Service Level Agreements (SLAs) are adhered to, and proactively manage service performance to meet or exceed agreed-upon levels of service.
• Compliance and Best Practices: Maintain up-to-date knowledge of industry trends, regulations, and ITIL best practices to ensure compliance and alignment with industry standards.
• CMDB Compliance: Maintain the IT Infra and Software inventory and keep it up to date all the time.
• Release Management: Verify release notes and ensure whatever goes to production is as per production requirements and is production ready.
• Cloud Cost Management: Keep track of cloud cost and report and address anomalies through an incident. Prepare cloud Capex/Opex reports.

Experience required: 6 to 10 years

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