ITSM Analyst

Description

• Demonstrates advanced proficiency in the following position specific competencies:
o Strong understanding and ability to apply IT (Information Technology) Service Management (ITSM) processes and/or IT Infrastructure Library (ITIL) framework.
• Extensive knowledge of one or more of the following IT Management and Governance Processes, and familiarity with the others: Change management, Configuration management, IT Asset Management, Incident resolution and request fulfillment, Continual service management, Release, and Patch management.
• Monitor, evaluate, and assess performance and conformance Demonstrates intermediate competency in the following:
Respect for People
Communication
Effective Team Member

Responsibilities

• Critical Thinking Demonstrates advanced proficiency in two and intermediate proficiency in at least four of the following competencies:
• Strategic Thinking (Process or Product focused)
• Project Management
• Product Lifecycle Management
• Continuous Improvement
• Sustainment and Optimization
• Leading with integrity
• Maintaining strategic orientation
• Championing innovation
• Managing execution
• Cross Functional Team Leadership
• Organizational Change Management & Communication
• Mentoring and training
• Relationship building
• • 5-7 years in an ITSM leadership role in a large-scale enterprise.
• • Practical experience of service management value points vs. academic structure.
• • Demonstrated success in partnering with IT management and team members to deploy ITSM in an iterative manner over time.
• • Experience working in a variety of enterprise ITSM tools and utilizing strong analytical skills.
• • Strong leadership skills and people management experience.
• • Ability to manage multiple concurrent projects and summarize status to senior executive level.
• • Creative and strategic thinking — and the agility necessary to master both the daily hands-on analysis and the big picture strategy.
• • Self-starter who sets aggressive goals and is driven to succeed both personally and professionally; focused on productivity; deeply committed to quality and integrity.
• • Adapt and work effectively with a variety of situations and groups.
• • Manages work well, establishes timelines and clear priorities.
• • Proactive and takes initiative and ownership.
• • Excellent written and oral communication.
• • Exceptional interpersonal skills.
• Benefits and location
• • Flexible Work Program (work from home and hybrid options)
• Prerequisites and Preferred Qualifications:
• • ITIL v4 practical experience and certification.
• • TOGAF certification