IT Incident Management and Service Transition (Early Life Support) Analyst at Jobisite / employment-usa.net

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IT Incident Management and Service Transition (Early Life Support) Analyst

at Jobisite in Manila

PRIMARY ACTIVITIES:

Incident and Problem Management
Ensures SLA (Service Level Agreement) targets by L1/L2 Service Desk, according to established metrics, process, and service quality, are met.
Oversees Service Desk team regarding service and process improvement.
Monitor OLAs (Operational Level Agreements) with L3 and L4 technical teams.
Provides regular statistics, trends, and report analysis to management.
Escalation and coordination for major incidents/urgent issues/business-process issues
Creation, analysis, and maintenance of relevant dashboards and reports. Assists in preparation and submission of weekly and monthly activity reports which will include support escalation activities, maintenance of SLAs/OLAs and KB (Knowledge Base) stats.

Service Transition or Early Life Support
Review support requirements needed for new application releases or implementations.
Ensure capacity and capabilities are adequate for the transition of systems from project to operations (or early life support).
Establishment of OLAs (Operational Level Agreements) with L3 and L4 technical teams for new products and services
Ensure coordination among ACM (Adoption and Change Management), L3 technical teams and Service Desk for systems enhancements and releases.

Service Management Administration & Continual Service Improvement (CSI)
As needed, facilitate or support improvement initiatives for user services such as service desks operations, service now improvements, field office IT support.
As needed, support the development of CSI requirements or documentation such as business case, statement of work, and presentations relevant to IT User Services projects or initiatives.
May represent IT User Services Team in CAB (Change Advisory Board) and Enterprise Architecture (EA) Review Meetings.
Participate and provide support to prepare for key events such as, but not limited to, Annual Meeting and IT Digital Week.

COMPETENCIES:

At least 6 years of solid experience in IT service management, particularly in the field of user support and services, application, or product support, change management, or systems implementation.
At least 2 years of experience in Service Now SLA/OLA management, dashboard & reporting, configuration, and/or administration is preferred.
Knowledgeable in IT services and methodologies, industry standards, and best practices such as ITIL Service Management (i.e., Incident, Problem, Change, Release and Deployment, Knowledge, Service Improvement), Agile methodology, and Change Management.
Knowledgeable in Information and Communications Technology as applied in an enterprise environment.
Experience in business process analysis, documentation, and reporting.
Proven ability to organize and prioritize important activities and responsibilities to ensure high-quality work under pressure and deadline-driven circumstances.
Team player, capable of collaborating and working effectively with respective teams.
Strong written, verbal communication, and client orientation skills.
Strong organizational skills and a heightened sense of responsibility with a drive to deliver IT initiatives for customers.
Ability to work with all levels of management and technical staff to analyze complex and highly technical incidents while maintaining professional, efficient communication under pressure. These skills include verbal, written, interpersonal, negotiation, presentation, and meeting facilitation skills. Must also have the ability to work independently while knowing the limits of authority.

WORKING CONDITION:

The position requires personnel to report Mondays through Fridays usually from 8:00am to 5:00pm. Flexible work schedule maybe accommodated if aligned with the Manager in-charge.

ENGAGEMENT:

The IT Service Management Analyst is expected to perform all the activities outlined for a minimum period of one (1) year. Periodic reviews will be conducted throughout the engagement and the contract may be subject to renewal.

Reference : IT Incident Management and Service Transition (Early Life Support) Analyst jobs

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