Senior IT Service Management Analyst

Job Summary
The ITSM Sr. Analyst - Service Catalog has primary responsibilities focused on IT Service Management documentation, communications and training, and process evaluation, improvements, execution and compliance. The analyst works to facilitate new process design and existing process improvements with accountable and responsible stakeholders across IT and business departments. The analyst insures that a holistic approach is taken when implementing new and improved processes, so that IT continually improves service functionality, quality, and delivery effectiveness and efficiency.
Essential Duties & Responsibilities

• Defining the appropriate service description within the service catalog structure to meet the needs of stakeholders while managing the service platform.
• Capturing and maintaining service information to ensure data quality.
• Publishing and managing information between services and relationships with other configuration items.
• Responsible for the catalog design while documenting catalog, content, and interface improvements.
• Perform quality control to ensure records are accurately documented while processes and procedures are consistently followed so that application and service delivery is at a high level of quality.
• Lead cross-functional meetings with IT and business stakeholders at all levels, focused on process evaluation and improvements.
• Drive data analysis to measure the performance of processes, technology, and services.
• Design and deliver training activities delivered to IT and business departments, covering relevant company IT and service management topics and tool usage.
• Provide technical writing services in various forms for various IT and business audiences.
• Provide guidance in applying service management and other relevant IT frameworks, methodologies, and standards including those defined by regulators.

Qualifications

• Ability to facilitate constructive and professional debate, and gain compromise and consensus.
• High level understanding of various technologies and how the collectively deliver products and services to customers
• Working knowledge of ITSM tools and frameworks, reporting and relational database systems
• Accountable owner of at least one ITIL core practice
• Ability to multi-task and effectively prioritize work streams.
• Ability to deliver high quality training to various stakeholders at all levels

Education & Experience

• Bachelor's degree in Information Systems, Business Administration, or related field; or equivalent professional experience (or combination) required.
• 3+ years' of experience working in or supporting an internal IT department and supporting ITSM platforms.

Licenses & Credentials

• ITIL v3 or v4 Foundations Certification required

Systems & Technology

• Proficient in Microsoft Excel, Word, PowerPoint, Outlook, Visio
• In depth experience with BPM and ITSM platforms
• Understanding of monitoring and event management tools
• Understanding of relational database technologies and reporting tools
• Experience with office productivity, reporting, and technical documentation software

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