• ITSM Analyst Atlanta
  • Glocomms in Atlanta, GA, Georgia
  • jobs
  • 3 weeks ago

jobs description

Position Overview:

As an ITSM Analyst, you will play a crucial role in the ongoing improvement and optimization of our IT service management processes. Working closely with various stakeholders across the organization, you will be responsible for analyzing IT service data, identifying areas for improvement, and implementing best practices to enhance efficiency, reliability, and customer... satisfaction.

Key Responsibilities:
• IT Service Analysis: Analyze IT service data, including incident, problem, and change management metrics, to identify trends, patterns, and areas for improvement.
• Process Improvement: Collaborate with cross-functional teams to identify opportunities for optimizing IT service management processes and workflows.
• ITSM Tool Administration: Maintain and administer IT service management tools, ensuring data accuracy, system reliability, and adherence to industry standards.
• Performance Monitoring: Monitor key performance indicators (KPIs) related to IT service management processes, proactively identifying and addressing issues to ensure service levels are met or exceeded.
• Documentation and Reporting: Prepare comprehensive documentation, reports, and presentations on ITSM performance, trends, and improvement initiatives for management and stakeholders.
• Change Management: Assist in the implementation of changes to ITSM processes, tools, and systems, ensuring smooth transitions and minimal disruption to operations.
• Training and Support: Provide training and support to end-users and stakeholders on ITSM processes, tools, and best practices, promoting adoption and adherence to standards.
• Continuous Improvement: Stay abreast of industry best practices, emerging technologies, and trends in IT service management, proposing and implementing innovative solutions to enhance efficiency and effectiveness.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 3+ years of experience in IT service management, with a focus on ITIL best practices.
• Proficiency in ITSM tools such as ServiceNow, Remedy, or similar platforms.
• Strong analytical and problem-solving skills, with the ability to interpret complex data and trends.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and levels of the organization.
• ITIL Foundation certification preferred.
• Experience in the utilities industry or a similar regulated environment is a plus
Atlanta GA USA


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