Randstad IT Service Management Analyst in Austin, Texas
IT Service Management Analyst
Thursday, October 6, 2016
General Summary of Position:
The Digital Tech Application Support team is looking for a self-motivated IT Service Management Analyst professional to join our team. The IT Service Management Analyst will be responsible for ongoing compliance and governance of IT service management process within our Digital Product teams. This role will interact with various IT teams and will play a key part in improving upon and ensuring the success and adherence of IT Service Management processes.
The successful candidate must have demonstrated leadership in IT governance and service management.
The Digital Tech Application Support team is dedicated to supporting the businesses digital brand experience by providing infrastructure solutions, integrating applications, monitoring performance and security issues, and automating software build and release capabilities. The ideal candidate will be a self-starter with a voracious appetite for learning new technologies, improving processes, collaborating across disciplines, and trying cutting edge solutions.
Support ITSM ownership and governance for Incident Management, Management, Problem Management, Access Management, Release Service Level Knowledge Management, Change Management andManagement.
Gather service data to support above responsibilities and for wider communications
Document IT processes and procedures, develop knowledge-based articles (KBA), develop best practices routines and train IT resolver groups
Provide support to key audit processes to establish governance around IT service management processes
Essential Job Functions:
Excellent customer service skills with a professional demeanor. Must at all times be able to communicate clearly with all levels of employees, external vendors and management teams
Excellent organizational, problem solving and project management skills
Ability to achieve specific results from little direction
Ability to work under pressure being adaptable and responsive to organizational requirements
Maintain high degree of self-motivation and independent decision making
Ability to work and derive creative and practical solutions to complex problems in independent work environment
Must have/Basic Qualifications:
3+ years of experience in a Product and Customer Support environment required
Experience in developing, engineering and improving IT Service Management processes
Expertise in technical documentation covering SOPs, KBAs and training materials
Experience with major ITSM tools (ServiceNow, JIRA, etc.)
Experience generating Reports, KPIs and Scorecards
Familiarity with iterative project management, release management and development release cycles (Agile)
Experience in cross-team facilitation
Ability to work effectively and organize priorities independently
Excellent communication and listening skills
Exposure and familiarity with change, and release management
ITILv3 Certification or strong understanding of ITIL Foundations