Information Technology Service Mgt Analyst
Performance Food Group · Richmond, VA · 3 days ago
Information TechnologyFull-time
Major Functional Responsibilities
- Define, implement, and manage effective and efficient ITSM processes, including Incident Management, Problem Management, Change Management, Service Request Management, and more
- Create and manage ITSM processes by facilitating key meetings, establishing reports on service performance, KPIs (Key Performance Indicators), and SLAs (Service Level Agreements)
- Provide insight and recommendations based on data to improve service quality and ensure that services align with business needs
- Administer and optimize ITSM tool (JIRA Service Management) used for incident tracking, change management, and other ITSM processes
- Support the Incident Management process by detecting, categorizing, prioritizing, and logging incidents. Where applicable, support the Critical Incident Management process which could include leading technical bridgelines, drafting communications, and leading teams towards resolutions of high priority incidents which may require after hours on call support for high severity incidents.
- Support the Change Management process, ensuring that changes to the IT environment are planned, approved, tested, and implemented with minimal disruption to services.
- Support the Problem Management process by identifying recurring incidents or potential problems that could cause disruptions. Log problems in a centralized system and prioritize them based on their impact on the business.
Required Qualifications
- A High School Diploma/GED or Equivalent
- Experience: 1 - 3 Years in Information Technology/Systems or related area with Agile delivery experience
- Outstanding verbal and written communication skills to interface with stakeholders across the company
- Strong collaboration skills
- Ability to translate technical “jargon” into language that can be easily understood by non-technical stakeholders
- Demonstrated ability to drive highly functional technical teams, with competing priorities effectively and efficiently
Pay
$80,000 - $90,000 + 15% Bonus Opportunity