Information Technology Service Mgt Analyst

Major Functional Responsibilities

• 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
• 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

• 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