Senior ITSM Analyst
Pittsburgh PA (Shadyside PA.)
Senior ITSM Process Analyst
Responsible for Incident and Problem management within the delivery lifecycle.
Accountable for reporting on the performance of services through Service Level Agreements (SLA), Key Performance Indicators (KPI) and metrics.
Collaborates closely with other ITSM services and Service Management processes.
A strong dedication to customer service is paramount to the success of this individual.
Experience with monitoring and alerting tools (eg App Dynamics, Splunk, etc)
Will develop deep understanding of internal customer priorities, value drivers and challenges, and use this knowledge to develop comprehensive requirements definitions
Will develop cross-Service Management process solutions that optimize the internal customers performance and results
In-depth understanding of multiple Service Management disciplines (Incident, Problem, Change, Configuration, Knowledge, Request, Service Level, Continual Service Improvement
Experience in developing, engineering and improving IT Service Management processes.
Experience in creating, managing and maintaining process diagrams and process definition documents.
Experience in defining, measuring and trending KPI's and process metrics.
Ability to analyze performance data to demonstrate the effectiveness of the ITIL processes.
ITSM / Analyst / Process Analyst