ITSM Analyst - Remote

ITSM ANALYST - REMOTE
A national retail organization is seeking an experienced ITSM Analyst to join their team.  The ITSM Analyst analyzes, documents, support ITSM Processes and Functions in a highly dynamic and fast paced environment, while supporting the ITSM tools.  You will work closely with cross-functional teams to understand business needs and translate them into functional/technical requirements.  The Analyst will participate in development and integration activities of the ITSM Processes and Tool.  Good communication skills are required.

RESPONSIBILITIES:

• Resolve ITSM support issues.
• Provide proactive recommendations to maximize system use and usability.
• Process Improvements across all ITSM functions
• Maintain system documentation, logs, and work instructions.
• Create custom solutions, dashboards, analyze and distribute reporting data regarding service level commitments for Business and IT service owners.
• Partner with stakeholders to leverage system metrics and identify business value, automation, and process improvement opportunities.
• Manage SLAs, OLAs, KPIS, reports, metrics, for ITSM processes, scorecards, and performance plans to identify trends and aligning with the business needs.
• Analyze, design, maintain, audit, integrate, and promote service management processes such as Incident, Problem, Change, Knowledge and Asset Life Cycle Management, Production Release Management, Service Catalog Management, Vendor Contact Management, Business Process Management, and Configuration Management (CMDB), research and present best practices using ITIL as a guiding framework. Drive for continuous improvements and ensure teams are following the processes.
• Develop and maintain a variety of reports related to IT KPI’s and Metrics.
• Collect data from various sources and analyze trends to provide insights to management.
• Collaborate with cross-functional teams to gather data and relevant insight.
• Utilize Dashboards to create reports and communicate and updates needed.
• Effectively Communicate timelines, follow-up with cross-functional teams and communicate any challenges in a timely manner.
• Audit resolved tickets for support teams to ensure accuracy for reporting.
• Follow up on breached tickets assigned to teams across the enterprise to bring to resolution.

• Preferred knowledge and understanding of Cherwell ITSM, but not necessary.
• Knowledge and understanding of how ITSM can enable operations to become more efficient and effective.
• 2+ years’ experience in of technical support with knowledge and ability to implement ITIL best practices for Incident Management, Problem Management, Change Management, Service Catalog Management, and Configuration Management which includes 2 years’ experience of process improvements.
• Ability to demonstrate strong analytical, group facilitation, relationship management and problem-solving skills.
• Ability to diagnose application, software, and hardware problems in person and remotely.
• Excellent verbal and written communication skills
• Must be creative, organized, detail oriented, and able to assimilate information quickly.
• Flexibility of providing support during odd hours, weekends, and peak seasons
• Emphasis on customer service
• Ability to effectively interact with internal and external business partners.
• Proficient in Microsoft Products (Excel, PowerPoint)
• Must be proactive, self-directed, detailed and organized.
• Able to follow-up, follow through and deliver quality and timely results.
• Able to manage and prioritize complex issues in integrated enterprise environment and meet deadlines.
• Ability to demonstrate strong administrative skills with effectiveness in developing tasks and managing resources to achieve target dates.
• Demonstrated ability to effectively balance multiple responsibilities which may frequently change.