Posted: 08/23/20232023-08-232023-10-21Employment Type:ContractJob Category:TechnologyJob Number: 578235Is job remote?: YesCountry: United States
Job Description
IT Analyst- ITSM
Location: Remote
Pay Rate: Up to $34/hr DOE
The Analyst analyzes, documents, support ITSM Processes and Functions in a highly dynamic and fast paced environment, while supporting the ITSM tools. This position works closely with cross-functional teams to understand their business needs and translate them into functional/technical requirements. They suggest innovative solutions to leverage technology to provide dynamic and efficient tools. The Analyst leads and/or participates in development and integration activities of the ITSM Processes and Tool.
CORE JOB RESPONSIBILITIES:
Resolve ITSM support issues
Provide proactive recommendations to maximize system use and usability.
Process Improvements across all ITSM functions
Maintain system documentation, logs and work instructions.
Create custom solutions, dashboards, analyze and distribute reporting data regarding service level commitments for Business and IT service owners.
Partner with stakeholders to leverage system metrics and identify business value, automation and process improvement opportunities.
Manage SLAs, OLAs, KPIS, reports, metrics, for ITSM processes, scorecards, and performance plans identifying trends and aligning with the business needs.
Analyze, design, maintain, audit, integrate, and promote service management processes such as Incident, Problem, Change, Knowledge and Asset Life Cycle Management, Production Release Management, Service Catalog Management, Vendor Contact Management, Business Process Management, and Configuration Management (CMDB), research and present best practices using ITIL as a guiding framework. Drive for continuous improvements and ensure teams are following the processes.
Write or revise program documentation, operations documentation, user guides and training manuals for ITSM processes, tool and assist in training.
Perform other duties as assigned.
REQUIREMENTS FOR CONSIDERATION:
Preferred knowledge and understanding of Cherwell ITSM, but not necessary
Knowledge and understanding of how ITSM can enable operations to become more efficient and effective
3 to 5 years’ experience in of technical support with knowledge and ability to implement ITIL best practices for Incident Management, Problem Management, Change Management, Service Catalog Management, and Configuration Management which includes 2 years’ experience of process improvements
Ability to demonstrate strong analytical, group facilitation, relationship management and problem-solving skills
Ability to diagnose application, software and hardware problems in person and remotely
Excellent verbal and written communication skills
Must be creative, organized, detail oriented, and able to assimilate information quickly
Project management experience a strong plus
Flexibility of providing support during odd hours, weekends, and peak seasons
Emphasis on customer service
Ability to effectively interact with internal and external business partners
Must be proactive, self-directed, detailed and organized
Must have understanding of current information technology with an ability to conceptualize solutions to business problems in the most effective and cost-efficient manner
Able to follow-up, follow through and deliver quality and timely results
Able to manage and prioritize complex issues in integrated enterprise environment and meet deadlines.
Ability to demonstrate strong administrative skills with effectiveness in developing tasks and managing resources to achieve target dates
Demonstrated ability to effectively balance multiple responsibilities which may frequently change
The staffing industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly, never provide banking information during the application process and always double check the email address of the recruiter to ensure it’s from @planet-technology.com - and not a domain with an alternative extension like .net, .org or .jobs. Candidate safety is a top priority at Planet Technology.
Planet Technology and The Planet Group of Companies are equal opportunity employers. It is our practice not to discriminate against any employee or applicant based on any criteria, condition or basis protected by laws or regulations in the locations where we do business. All qualified applicants are encouraged to apply. We celebrate diversity and are committed to providing an environment of mutual respect. We believe that diversity, equity and inclusion enable us to better meet our mission and values while serving our clients across the globe. If you have a disability or handicap and would like us to accommodate you in any reasonable way, please inform your recruiter, or contact us, so that we can discuss the appropriate alternatives available.
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