Service Management Analyst

Dallas, TX 75235

Job ID: 22220 Category: Business Analysis

Senior Business Analyst – Service Management

 

The Senior Service Management Analyst will be responsible for the governance and continual improvement of the Knowledge management process. (ITIL Cert Required)

 

RESPONSIBILITIES

 

  • Thought leader of strategies to increase knowledge usage
  • Represent knowledge management with other ITIL capabilities like Change, Problem and Configurations management
  • Create a presentation of CSFs/KPIs and present to senior leadership
  • They will be working with support teams for Applications and Infrastructure to review a strategy for creating knowledge
  • Drive efforts to improve publish process and cycle time with customers
  • Required Skills
  • Experience in developing, managing, and maintaining Knowledge Management and associated procedures. 5+ years
  • Experience in analyzing performance data to demonstrate the effectiveness of the Knowledge Management. 5+ years
  • Extensive experience in developing, engineering and improving IT Service Management processes. 5+ years
  • Experience in creating, managing and maintaining process diagrams and process definition documents. 5+ years
  • Experience in defining process metrics and KPIs. 3-5 years
  • Service Management reporting experience. 2-3 years
  • Use of Service Management Platform. (BMC/Remedy, ServiceNow, HP, IBM etc.) 5+ years
  • Ability to communicate effectively with both technical and non-technical individuals.
  • Ability to build and deliver training materials and presentations.
  • Demonstrated ability to run large scale campaigns or deprecation programs within a large corporate environment.
  • Demonstrated ability to prioritize and push forward in an ambiguous environment or with changing priorities
  • Track record for being detail-oriented with a demonstrated ability to self-motivate and follow-through on projects.
  • Demonstrated handling pressure and Customer engagement in critical/difficult circumstances.
  • ITIL Foundation Certification (or Higher)
  • Proficient in multiple service management processes
  • Strong analytical, organizational, Exceptional listening, problem solving, negotiation, and facilitation skills.
  • High energy, innovative individual who is motivated by challenging assignments
  • High attention to detail and accuracy / Develop and maintain strong customer and team relationships.

 

Preferred Skills:

  • Experience in leading the transformation of business processes
  • Basic Project management skills
  • Advanced ITIL Certification (Service Operations and/or Continual Service Improvement)
  • Strong business background (working in a company of similar scale)
  • Identify areas of improvement within the Technology processes using metrics and Six Sigma, Kaizen or similar techniques and deliver improvements in process and tool

 

Team Information:

  • Will be part of an integrated service operations team of 20, 1-3 Knowledge managers
  • Service Operations is part of the Service Management team of 50+

 

SKILLS

 

Name

Required

Experience

Communication Skills

Yes

6 + Years

MS Office

Yes

6 + Years

OO Analysis

Yes

6 + Years

OO Design

Yes

6 + Years

Systems Development Life Cycle Methodology (SDLC)

Yes

6 + Years

             

Nicholas Mansoor


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