Sr Associate IT Service Management Analyst

Job Description

While this position primary focusses on Incident Management (including Major Incident Management. This position will also be responsible for encouraging the adoption of ITIL practices (IT Infrastructure Library) throughout Global SAS IT.

• 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.

• 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.

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