ITSM Analyst I

Job Description

Duties and Responsibilities:

Responsibilities:

1. Incident Management:

  - Receive and log incident reports, ensuring all necessary information is captured accurately.

  - Prioritize incidents based on their impact and urgency.

  - Investigate and diagnose the cause of incidents, working closely with technical teams.

  - Coordinate with stakeholders to resolve incidents and ensure timely resolution.

  - Monitor incident progress and keep affected parties informed.

  - Document incident resolution and update the knowledge base.

2. Problem Management:

  - Identify and analyze recurring incidents to determine the root cause.

  - Propose and implement solutions to prevent the recurrence of incidents.

  - Conduct trend analysis to identify potential problems and develop preventive measures.

  - Create problem records and manage the problem-solving process.

  - Coordinate with other IT teams to investigate and resolve problems.

  - Document problem resolution and update the knowledge base.

3. Change Management:

  - Review requested changes for clarity and completeness.

  - Assess the impact and risks associated with changes.

  - Coordinate with the change advisory board (CAB) to review and approve changes.

  - Schedule and implement approved changes in coordination with technical teams.

  - Conduct post-implementation reviews to ensure changes were successful and meet expectations.

  - Document change processes, including evaluation criteria and change records.

4. Reporting and Analytics:

  - Generate reports on incidents, problems, and changes to measure performance and identify areas for improvement.

  - Analyze data and metrics to identify trends and patterns.

  - Provide recommendations for process improvements and service enhancements.

  - Collaborate with stakeholders to understand their reporting requirements and provide relevant information.

Qualifications:

1. Bachelor’s degree in computer science, information technology, or a related field.

2. 3-5 years of experience in ITSM functions or related roles.

3. Strong knowledge of ITIL best practices for incident, Problem & Change management.

4. Experience with ITSM tools, such as ServiceNow, Remedy, or Jira.

5. Nice to have Cloud operations knowledge.

6. Excellent problem-solving and analytical skills, with a keen attention to detail.

7. Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders.

8. Strong organizational skills, with the ability to prioritize and manage multiple incidents simultaneously.

9. ITIL Foundation certification is preferred. (Intermediate Certificate is desirable)

10. Ability to work effectively under pressure in a fast-paced and dynamic environment.

11. Proven ability to drive incident management process improvements and deliver results.

12. Experience working in an ITIL-aligned IT service management (ITSM) environment is a plus.

Note: This job description is a general guideline and may be subject to change based on organizational needs and requirements.