Service Management Analyst

Innova Solutions is immediately hiring a Service Management Analyst.

Position type: Full-time - Contract

Duration: 6+ Months

Location: Remote

As a Service Management Analyst , you will:

The IT Service Management analyst will assist with the day-to-day support of IT Service Management. This includes end-user escalations to the various vendors/partners for service management processes. He or she will work closely with various departments/levels throughout the company to address IT services. He or she will collaborate with the Digital End User Experience team to identify service management opportunities with both internal support teams and IT service partners. The ideal candidate will have both an understanding and concern for the highest levels of customer service.

Responsibilities

· Develop and maintain internal knowledge documentation library.

· Identify and develop reports identified by support teams.

· Work with both internal and external support teams to identify support processes, knowledge documentation.

· Assist with design requirements for self-service incidents and request forms.

· Work with BT partners as required.

· Identify opportunities in Service Management and work with internal support teams/BT partners to improve the service area (i.e. request fulfillment, incident resolution).

· Responsible for BT Service Management training program (documentation, scheduling, training, FAQs).

· Exceptional prioritization and project management skills.

· Performs special projects as assigned by management.

Basic Qualifications

· Minimum of associate degree or higher in business or related discipline.

· Experience in customer service.

· Experience in BT/BT Service Management.

· Comfort level with a very high volume, fast-paced operation in a time-sensitive environment.

· Excellent interpersonal & problem-solving skills, written and verbal communication skills.

· High level of proficiency with Microsoft Office products, particularly Word, Excel, and PowerPoint

· ServiceNow experience required.

· Training experience required.