IT Service Management Analyst job – halogroup – Plano, TX



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IT Service Management Analyst


halogroup

Plano, TX 75024

Contract

Description:

Ongoing support and uplift: IT Service Management processes.

Service Management – Run the Business (f.k.a. Core)

ServiceNow Experience Required

  • Work with IT teams on improving our Incident & Problem Processes (and when relevant, our Request Fulfillment process).
  • Utilize ITIL based Service Management principles for service delivery; special focus on production sustainability and service assurance
  • Oversee Major Incident Management procedures for restoring normal operation during service outages
  • Act as point of escalation for customers as major incidents are declared, providing support teams with the tools they need to resolve incidents as quickly as possible
  • Facilitate support teams’ execution of Problem Management techniques to identify root cause of incidents & countermeasures
  • Enhance Problem Management functions across the enterprise
  • Provide guidance and assistance in classifying incidents into Known Errors & in identifying opportunities to reduce recurrence
  • Manage and participate in proactive continual improvement initiatives; moving toward a more proactive CSI process
  • Conduct trend analyses to identify potential points of service failure, launching service improvement actions that provide solutions to the perceived exposure
  • Document modifications to process
  • Provide training and guidance
  • Generate regularly scheduled reporting
  • Business Technology Solutions, Business Intelligence, Information Security & Risk (and minimally, Vendor Management Office & Program Management Office)
  • Year-round, ongoing
  • Ongoing services, ITIL processes that are for the most part mature, while still having areas of opportunity; focus is now on improving service capabilities (such as correlation, event tuning & monitoring, risk analysis, understanding and mapping dependencies and team interdependency) – with the ultimate goal of optimizing the flow of value through IT – less on strict adherence to ITIL

Requirements:

  • Strong ITIL process management experience, specifically focused on Incident, Problem, and Request Fulfillment; ITIL Foundation certified
  • Familiarity with all other ITIL processes
  • Proficiency in MS Visio, Word, Excel
  • SOP writing/creation
  • Strong relationship building/interpersonal skills
  • Experience in documenting processes for Technical/IT related functions
  • Good research & analysis skills
  • Good interpersonal, communication and presentation skills
  • Good organizational skills plus the ability to motivate people across the organization to provide solutions
  • Previous experience working in a large organization
  • Experience with current Problem Management methodologies
  • Experience with ServiceNow
  • Agile / Scrum development
  • Business Requirements gathering
  • Process mapping
  • Reporting analytics
  • Familiarity with developing training using multiple methods (such as video, screen recording, demos, classroom, WebEx, static text only)
  • Decision maker with an operationally-focused outlook
  • ITIL Service Operations certified

Job Type: Contract


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Please review all application instructions before applying to halogroup.

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