Analyst, ITSM

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.