IT Analyst ITSM - ICONMA, LLC

IT Analyst – ITSM

Location: Remote
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.

Skills:
Skill Required / Desired Amount of Experience
Preferred knowledge and understanding of Cherwell ITSM, but not necessary Required
Excellent verbal and written communication skills Required
Emphasis on customer service Required
2 to 3 years’ experience in of technical support with knowledge and ability to implement ITIL best practices for Incident Management Required

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 Catalog Management, and Configuration Management which includes 2 years’ experience of process improvements.
Ability to demonstrate strong analytical, group facilitation, relationship management and problem-solving skills.
Ability to diagnose application, software, and hardware problems in person and remotely.
Excellent verbal and written communication skills
Must be creative, organized, detail oriented, and able to assimilate information quickly.
Project management experience a strong plus.
Flexibility of providing support during odd hours, weekends, and peak seasons
Emphasis on customer service
Ability to effectively interact with internal and external business partners.
Proficient in Microsoft Products (Excel, PowerPoint)
Must be proactive, self-directed, detailed and organized.
Must understand current information technology with an ability to conceptualize solutions to business problems in the most effective and cost-efficient manner.
Able to follow-up, follow through and deliver quality and timely results.
Able to manage and prioritize complex issues in integrated enterprise environment and meet deadlines.
Ability to demonstrate strong administrative skills with effectiveness in developing tasks and managing resources to achieve target dates.
Demonstrated ability to effectively balance multiple responsibilities which may frequently change.

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.