IT Service Management Analyst

Job description

The IT Service Management Analyst is responsible for providing oversight for evolution of the Problem and Change Management processes while we scale and shape the future of IT support services that will enhance the user experience. Problem Management (35%): Continuous Improvement of IT internal processes and user experience (35%) - Oversee all phases of the Problem Management lifecycle, including identification, root cause analysis, resolution and closure - Support in the design and maintenance of a detailed database for Problem Management - Proactively analyze trends, assess solution effectiveness, and identify areas for improvement to help prevent recurrence - Maintain the Known Error database by documenting workarounds to minimize the impact of incidents for efficient resolution of reoccurring issues - Submit change requests for permanent fixes - Help enhance and develop the effectiveness of existing operating processes and procedures - Contribute to the evolution of the ITSM strategy in alignment with the organization’s business goals - Understand the needs identified, analyze and identify the root cause of the issues, explore possible solutions while considering best practices...