Senior Analyst, ITSM
India, Remote Job ID R0000026349 Category ITAbout this Role
Knowledge and Skills:
- In-depth knowledge & hands-on experience in Major Incident Management, Change Management & Problem Management
- Comfortable working closely with technical resources & Team leaders to ensure / maintain globalization strategies.
- Identify opportunities for improving business operations through more effective use of IT resources.
- Contribute to the definition and development of worldwide operating procedures and standards.
- Prepare process proposals or recommendations especially related to improve efficiency and performance of the IT environment.
- The ability to deliver an initiative through to its launch/implementation.
- A high level of quality and attention to detail.
- Experience in service management, process development, IT operations.
- Excellent interpersonal and customer service skills.
- In-depth knowledge of industry best practices and service delivery standards.
- Strong team spirit.
- Excellent written and verbal communication skills.
- Excellent organizational skills.
- Problem-solving skills.
- Ability to communicate complex business challenges in a non-technical and simplified manner
- Creation and management of various monitoring dashboards/presentations
- Evaluated service performance and modified SLA patterns to resolve operational issues
- Able to work under tight deadlines
- Self-motivation and able to take responsibility
Experience and Education:
- At least ITIL 4 Foundation certified.
- Experience leading a multicultural, worldwide team.
- Experience successfully evolving IT processes.
- BS/BA or relevant work experience.
- Strong English written and verbal skills required.
Play a key role in maintaining and evolving a modern, mature & robust IT Service management function by working closely with the ITSM team as well as other IT groups & value stream owners to enforce & evolve processes. Providing a high level of quality support to the end user community by helping resolve end user/service escalations as well as assisting the business in meeting it goals.
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