Analyst, IT Service Management

Responsibilities

• Monitors Incidents and Problem records to identify impacted system and application outages that require follow-up analysis.
• Analyze IT incident and service request tickets for patterns and trends of issues across various IT areas.
• Develops, reviews and monitors compliance metrics and key performance indicators (KPIs) to identify areas to mature the problem process, policies, and training material.
• Manages active problems, regarding progress and status, ensuring customers are kept up to date with clear concise information.
• Investigate recurring system and / or latent organizational deficiencies that could be leading to issues.
• Provide critical reviews of documented root cause analysis (RCA) to ensure valid and complete details are documented.
• Prepare and present reports on incident trends, problem management insights, and system performance to IT leadership.
• Collaborate with IT teams to seek permanent resolutions to recurring incidents and problems, thereby improving IT operational efficiencies.
• Maintain documentation of problem resolutions, corrective actions, and lessons learned.
• Utilize ITSM tools to track and manage incidents and problem tickets effectively.
• Contribute to continuous improvement initiatives in IT service management.
• Defines and implements Knowledge standards and strategy.
• Designs and implements the Knowledge process.
• Creates, edits, approves and archives knowledge articles as needed.
• Utilizes trend analysis to determine usage of existing knowledge articles.
• Oversees Knowledge Feedback Process.
• Guides existing Service Desk employees in developing knowledge articles for IT projects and solutions.
• Supports the overall strategic Service Desk mission and approach; makes recommendations to ensure continuous improvement and align the Service Desk with IT business needs.

• Education Level: Bachelor's Degree ; Major: Computer Science, Information Technology or related field
• ITIL Certification preferred
• Experience in lieu of required education is acceptable
• 2+ years of experience in IT problem and incident management.

• Strong analytical skills with the ability to interpret and present complex data.
• Experience in root cause analysis (RCA) and IT service management frameworks (e.g., ITIL).
• Proficiency in using ITSM tools (e.g., ServiceNow, Jira).
• Excellent communication and presentation skills.
• Strong attention to detail and problem-solving abilities.
• Ability to work collaboratively across teams and with leadership.