کارشناس مدیریت خدمات فناوری اطلاعات

Job Description

We are seeking an experienced IT Service Management (ITSM) Analyst to join our growing team. This position will be responsible for defining, implementing, administering, and maintaining our ITSM processes and solutions. This includes monitoring, analyzing, proposing remediation, and reporting (KPIs/KRIs) on IT service delivery. The candidate will work closely with the IT Service Desk, and business stakeholders to ensure that IT services are delivered and reported on efficiently and will report to the IT service manager.

• Maintain ITSM processes and solutions in line with industry best practices.
• Monitor, analyze, and propose remediation for common issues and requests to ensure service level agreements are met.
• Develop and maintain ITSM policies, procedures, and documentation.
• Conduct regular reviews of processes and tools to ensure they remain relevant and effective.
• Implement KPI/KRI reporting that can be consumed by IT and business leaders through the use of dashboards or published reports.
• Assist in the administration, design, and development of our Jira Service Management.
• Establish, review, and enforce escalations to meet SLAs in consultation.
• Build, maintain, and improve change management and quality assurance practices across supported platforms.
• Review, plan, and communicate upcoming changes that impact the service and operational side of IT.
• Create and facilitate requirement conversations pertaining to the development of new workflows, service items, and reporting needs.
• Create and maintain technical documentation, identifying integration points and infrastructure dependencies.
• Identify potential areas where existing policies and procedures require change or where new ones need to be developed, especially in situations relating to future business expansion.
• Work with IT and vendors to manage incidents/problems across covered platforms as needed.
• Lead in ensuring continuity of daily operations and system stability for ITSM platforms.
• Perform other duties and responsibilities as assigned.