Fidelis - ITSM Analyst - CMDB (2-6 yrs)

Job Summary :

An ITSM department is a dedicated organizational unit responsible for managing and overseeing IT service management activities within an organization.

This department typically consists of various roles such as ITSM analysts, process owners, service delivery managers, and ITSM experts who work collaboratively to design, implement, and optimize IT service management processes.

The ITSM department is tasked with aligning IT services with business objectives, ensuring the efficient delivery of IT services, maintaining service quality, implementing ITIL best practices, and driving continual service improvement initiatives.

As an "ITSM Analyst", you will be helping on various activities taken place in ITSM world.

On-boarding new business units, integrating new users, teams, or systems into an IT service management framework effectively.

This capability includes setting up user accounts, providing training on ITSM tools and processes, establishing access permissions, communicating roles and responsibilities, and ensuring a smooth transition for new users to start utilizing IT service management tools and practices.

ITSM Analyst have secondary responsibilities that complement their role and contribute to the overall success of IT service management within an organization.

Overseeing and managing ITIL processes like: Request Management, Incident Management, Service Level Agreement, Knowledge Management and some internal capabilities like Operational Readiness, Service Transition and design practices.

PRIMARY DUTIES AND RESPONSIBILITIES :

1.Data Gathering & Design: Gathering CMDB, other CI, User data, validating and proposing tool ITSM tool migration design, setting logical relationships between data points.

Daily Activities : engaging with various IT users and communicating ITIL process breaches or improvements.

Gathering data, proposing improvements and assisting "ITSM Experts" in various daily activities.

User Account Setup: Creating and configuring user accounts in ITSM tools and systems, assigning appropriate access permissions, and defining roles and responsibilities.

Training and Education: Providing training sessions, resources, and documentation to familiarize new users with ITSM tools, processes, and best practices.

Access Management: Managing access controls, user privileges, and security settings to ensure data confidentiality and integrity within the ITSM environment.

Process Introduction: Introducing new users to ITSM processes, workflows, and procedures to facilitate their understanding and adoption of IT service management practices.

Role Definition: Defining roles and responsibilities for new users within the ITSM framework, clarifying expectations, and establishing accountability for assigned tasks.

Support and Guidance: Offering ongoing support, guidance, and assistance to new users as they navigate the ITSM environment, troubleshoot issues, and optimize their use of ITSM tools.

Integration Planning: Collaborating with teams and stakeholders to plan and execute the seamless integration of new users or systems into existing ITSM processes and workflows.

10.Feedback Collection: Soliciting feedback from new users to identify pain points, areas for improvement, and opportunities to enhance the on-boarding experience for future users.

11.Project Planning: Collaborate with stakeholders, including IT teams, business units, and external vendors, to develop comprehensive transition plans that outline the scope, objectives, timelines, and resource requirements.

12. Risk Assessment: Identify potential risks and challenges associated with the transition process and develop mitigation strategies to minimize impact on business operations.

BACKGROUND AND EXPERIENCE:

- 2- 6 years' combined experience in ITSM process Role in an IT operations, managed services, or service delivery environment, Process Owner or other similar to ITSM Expert role.

- Advanced understanding of ITIL and ITSM fundamentals with an expertise in the assigned process.

- ITIL 3 or ITIL 4 certification

- Experience with CMDB or transitioning ITSM tools from one to another, or Providing ITIL Trainings

- ServiceNow or other ITSM tool experience

- Experience with continuous improvement methods and process automation

- Experience with developing and delivering training on process, standards, and policy

(Immediate Joiner/ Less than 15 Days)