Senior Analyst - IT Service Delivery [T500-11904]

Senior Analyst - IT Service Delivery

Experience:

5 to 8 years.EMEA / APAC – rotational (with possibility of weekend working or late hours, only on call support)

Job Description:Analyze Data and create Reports for Service Management KPIs and performance, e.g. Incident Management, Problem Management and Change Management.Identify process gaps and follow up on mitigation.Support IT Service Reviews and Continuous improvement activities.Escalation Management of Major Incidents as part of a weekly on-call rotation.Coordinate Problem Management activities for Major Incidents (Post Event Activities)Provide training and support on the ITIL v4 Service Management Framework, 3M service management processes and service metrics.

Basic qualifications:ITIL V4 Foundations certified.ITSM, Service Management.Possess an associate degree or higher from an accredited institution (completed and verified prior to start).5 + years of experience leading/managing ITIL Incident management, change management, problem management for application and/or infrastructure services.Excellent written and verbal communication skills in English with the ability to effectively tailor communication of technical issues to various audiences.Excellent Knowledge on common IT Tools like MS Office, Excel, OneNote, Teams, etc.Self-starter with flexibility and high energy to meet the needs of a demanding business and IT environment.Data Analysis skills including interpretation and visualization of IT Service data.Knowledge of a Service Management Tool Suite, preferred ServiceNow.Incident management bridgeEscalation Management of Major Incidents as part of a weekly on-call rotation.Coordinate Problem Management activities for Major Incidents (Post Event Activities)

Preferred qualifications:Bachelor's degree or higher from an accredited university in Computer Science or MIS. (Bachelors of Engineering or Master in Computers or IT).Knowledge of Project Management, Lean/Agile, Six SigmaDemonstrated ability to drive change through influence.Ability to multi-task with outstanding organizational skills.