Job Description

The ITSM Analyst plays a crucial role in enhancing the efficiency, effectiveness, and quality of services provided to customers, the business, and stakeholders. They are responsible for offering valuable insights into service performance, maintaining records, tracking key metrics, identifying areas for improvement, and mitigating problems to prevent customer impact.Primary Responsibilities:• Assist the Service Management Lead in designing, documenting, maintaining, and enhancing core Service Management policies, processes, and procedures.• Ensure that all changes meet specified criteria, including robustness, minimal organizational impact, desired performance delivery, appropriate rollback plans, thorough testing, compliance with security requirements, and implementation of communication plans.• Support the Change Advisory Board (CAB) and Release meetings.• Prepare service reviews focusing on incidents, change requests, and responsiveness.• Generate monthly reports detailing IT Services against service levels.• Assist Incident, Problem, Service, and Change management functions by analyzing trends and patterns.• Review the Service Level Management process for continuous improvement opportunities.• Provide proactive recommendations for process enhancement.• Support ITSM process and/or service implementation for designated initiatives by documenting requirements and acceptance criteria from process owners and stakeholders.