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Sr Associate IT Service Management Analyst
SAS Institute of Management Studies
posted 6d ago
Job Role Insights
Key skills for the job
Job Description
- Participates in the development, implementation and communication related to several Service Management processes including Incident, Problem, Change, Configuration, Event, Knowledge, Request and Service Portfolio Management
- Perform the Major Incident Management (MIM) role to anchor and drive quick resolution for high priority incidents
- Participate and champion the Change governance initiatives including reporting, coordination and tracking activities
- Participate in efforts to implement ITSM technical solutions necessary to automate processes and support the operation of end-to-end IT services delivery and support processes.
- Provide business analysis support by identifying requirements for ITIL based tools and applications, specifically ServiceNow and executes user acceptance testing.
- Work with development teams and project management on the implementation, enhancement, and support of IT service management tools (CMDB, ticketing system, etc.)
- Champion ITIL best practices and their implementation throughout SAS
- Define and propose the key performance indicators and critical success factors for global IT services
- Work with IT leadership to ensure alignment and adoption of ITSM processes and tools within the overall service management strategy
- Act as advisor in recommending continual service improvements to operational activities that will enhance service robustness and reliability
- Monitor key ITSM dashboards or queues to ensure the appropriate priority and triage during assigned shift.
- Work with the team, management, and SAS Service Owners to create, maintain, and improve the documentation needed by the team for successful execution of daily tasks.
- Review and assess OLA/SLA data with SAS Service Owners to improve incident resolution and request execution.
- Drive customer first approach in all service interactions in a dynamic environment while managing competing demands.
- Work with Global Operations Center supervisors and management to ensure consistent service delivery.
- Work 24x7 on monthly rotating schedule including weekends and holidays.
Qualifications
Essential:
- Bachelor s degree in Computer Science or related field plus seven years experience in IT. An equivalent combination of education, training, and experience may replace these requirements.
- Experience providing infrastructure, OS, and/or application support for customers.
- Technical Skills
- Operating Systems: Windows, RHEL Linux
- Application: SAS, Java based enterprise applications
- Self-driven with ability to train/coach employees on varied ITSM topics
- Strong troubleshooting skills
- Professional written, verbal, and interpersonal communication skills are essential.
- Ability to work in a strong team environment as well as independently.
Preferred:
- ITIL Foundation Certified
- Experience with ServiceNow (IT Operations Management, IT Service Management).
- Solid knowledge of multiple operating systems.
- Knowledgeable in Six Sigma, Lean or related methodology.
- ISO, SOC 2, FedRAMP Compliance hands on knowledge.
- Knowledge of VMware and cloud hosting providers.
Employment Type: Full Time, Permanent
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