ITSM Process Analyst
ITSM Process Analyst
Posted on :
05-12-2024
Employer Active
1 Vacancy
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Monthly Salary
97000 - 124000
Vacancy
1 Vacancy
Posted on :
05-12-2024
Job Description
About the Client:
Data#3
They are focused on helping customers to harness the power of people and technology for a better future.
Built on a foundation of over 45 years of experience combined with worldleading vendor technologies Data#3 is constantly evolving its solutions and services to enable its customers success. Leveraging solutions such as cloud modern workplace security data & analytics and connectivity combined with Data#3 s services across consulting project services and managed services Data#3 is delivering the digital future.
Role Summary
As part of the process team you will provide a point of contact responsible for operating managing and governing core processes IT Asset Configuration Incident Requests Change Knowledge and Problem Management across the MS business unit and clients.
Responsibilities
- Work with internal and external stakeholders to embed the processes within MS delivery.
- Responsible for the ongoing maturity of the processes across the business unit.
- As part of the team will be responsible for providing operational reporting and metrics for the MS business unit.
- Educate service owners/leads to use metrics for their services and to drive ongoing CSI activities.
- Own process documentation: including creation updating and using for training as required.
- Conduct incident trending using data analysis to minimize the impact of similar incidents in the future.
- Work to prevent Incidents from happening and to minimize the impact of Incidents that cannot be stopped.
- Coordinate problem resolution across internal support groups vendors suppliers and customers.
- Directing operational teams to conduct investigations to establish root causes and implement corrective actions.
- Accountable for the delivery of Root Cause Analysis and problem resolution.
- Collaborate with clients and where required thirdparty vendors to both maintain and build on relationships between CIs to gain a complete understanding of the technology landscape.
- Reconciles Completeness and Accuracy of CI data against agreed Data Sources and evaluates any exceptions.
- Support process deployment to new clients with an indepth understanding of contractual support requirements
- Identify and implement continuous improvement opportunities across the processes.
Requirements
- At least 5 years of experience in IT Service Management.
- Bachelors degree in IT or equivalent in years of progressive experience in enterpriselevel IT environments.
- Proven operational ITSM process management experience following the ITIL framework
- Demonstrable process deployment and continual service improvement experience
- Previous recent exposure to working in the ServiceNow platform is desirable.
- Must have Fiber Optic internet with at least 25 mbps bandwidth
- Must have a backup desktop or laptop with the latest OS
- Must be able to work from Monday to Friday AU hours
- Must be amenable to reporting to our Makati and BGC office as required
Skills:
- Strong communication skills are essential.
- Strong influencing and relationship management skills.
- Excellent ability to manage multiple highpriority activities.
- Flexibility to adjust to changing requirements schedules and priorities.
- Selfdriven and resourceful to achieve goals independently as well as work well in groups.
- High level of IT literacy MS 365 (Word Excel PowerPoint and SharePoint).
Ability:
- Personal resilience Operates with the leadership team of the Managed Services BU adding to the level of energy and enthusiasm for improvement change and innovation over extended periods.
- Selfsufficiency The ability to selfgovern own learning and training requirements
- Tenacity The ability to navigate past setbacks to achieve business outcomes.
- Regulation Consciously manages personal contributions to accurately articulate advice and recommendations to educate and create understanding amongst juniors peers managers executives and customers.
- Adaptability Manages away from perfection and can tailor capabilities methods and subject matter expertise to create new solutions and IP mindful of finding a pragmatic balance between customer demand business urgency and best practices.
Certifications:
- ITIL v3 Foundation certification as a minimum.
You are required to be flexible to work in additional roles or capacities or take on extra or varied duties as may be assigned to you that you are skilled and capable of performing.
Data#3 may alter your position position description position title location and responsibilities by changing business needs and priorities. As part of your position in addition to (c) above you:
- May be required to perform your duties offsite including at customer vendor/partner and supplier sites which require as a condition of entry you to hold a National Police Certificate;
- May be responsible for accessing internal and thirdparty computer systems containing highly sensitive confidential corporate and personal information;
- May be engaged in capacities that require Data#3 to have the highest degree of confidence that you will perform your duties with a high level of honesty and integrity.
- Accordingly the satisfactory completion of a National Police Certificate is an inherent requirement of your position.
Benefits
WHAT WE OFFER:
Great Place to WorkCertified Company
Premium HMO
Holistic employee experience
Hybrid work setup
Rewards and incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program
At least 5 years of experience in IT Service Management. Bachelor's degree in IT or equivalent in years of progressive experience in enterprise-level IT environments. Proven operational ITSM process management experience following the ITIL framework Demonstrable process deployment and continual service improvement experience Previous recent exposure to working in the ServiceNow platform is desirable. Must have Fiber Optic internet with at least 25 mbps bandwidth Must have a backup desktop or laptop with the latest OS Must be able to work from Monday to Friday, AU hours Must be amenable to reporting to our Makati and BGC office as required Skills: Strong communication skills are essential. Strong influencing and relationship management skills. Excellent ability to manage multiple high-priority activities. Flexibility to adjust to changing requirements, schedules, and priorities. Self-driven and resourceful to achieve goals independently, as well as work well in groups. High level of IT literacy MS 365 (Word, Excel, PowerPoint, and SharePoint). Ability: Personal resilience - Operates with the leadership team of the Managed Services BU adding to the level of energy and enthusiasm for improvement, change, and innovation over extended periods. Self-sufficiency - The ability to self-govern own learning and training requirements Tenacity - The ability to navigate past setbacks to achieve business outcomes. Regulation - Consciously manages personal contributions to accurately articulate advice and recommendations, to educate and create understanding amongst juniors, peers, managers, executives, and customers. Adaptability - Manages away from perfection, and can tailor capabilities, methods, and subject matter expertise to create new solutions and IP, mindful of finding a pragmatic balance between customer demand, business urgency, and best practices. Certifications: ITIL v3 Foundation certification as a minimum. You are required to be flexible to work in additional roles or capacities or take on extra or varied duties, as may be assigned to you, that you are skilled and capable of performing. Data#3 may alter your position, position description, position title, location, and responsibilities by changing business needs and priorities. As part of your position, in addition to (c) above, you: May be required to perform your duties off-site, including at customer, vendor/partner, and supplier sites, which require, as a condition of entry, you to hold a National Police Certificate; May be responsible for accessing internal and third-party computer systems containing highly sensitive confidential corporate and personal information; May be engaged in capacities that require Data#3 to have the highest degree of confidence that you will perform your duties with a high level of honesty and integrity. Accordingly, the satisfactory completion of a National Police Certificate is an inherent requirement of your position.
Employment Type
Full Time
Key Skills
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