IT Service Management Analyst, Specialist

Core Responsibilities

• Facilitate the introduction of beneficial changes into the live production environment
• Collaborate with Release and IT Project Managers on tollgates and activities including, readiness reviews, and Business Go/No-Go reviews across development teams, assurance testing, SMEs, Security, analysts, and leadership
• Chair divisional Change Advisory Boards as needed
• Cookordinate appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements
• Communicate with key stakeholders during a major system outage, ensuring the businesses are kept updated until the incident is resolved
• Execute operational excellence across the core team functions of Change Enablement, Incident/Major Incident and Problem Management, including but not limited to the above
• Coordinate, monitor, report on and contribute to improving the operational processes for Change Enablement, Incident/Major Incident Management and Problem Management, overseeing legacy and cloud-native systems
• Promote awareness of and adherence to policy and control requirements in-scope
• Maintain expertise and awareness of industry trends and technologies, recommending timely adjustments to strategy as appropriate
• Highlight and escalate risk & issues to management
• Participate in special projects and perform other duties as assigned

Qualifications

• Minimum of five years related work experience
• Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred
• One year of IT service management experience
• Hands-on experience with project and task management tools such as Jira and ServiceNow
• ITILv4 Foundations Certification preferred
• High-Velocity IT Environment experience a plus
• Experience with Agile, Scrum, and DevOps practices