SENIOR IT SERVICE MANAGEMENT ANALYST

Job Description

Responsibilities

• Lead the regular change review board to evaluate and approve planned changes.
• Lead the entire incident lifecycle, including detection, diagnosis, resolution, and closure. Ensure incidents are handled efficiently to restore normal service operations quickly.
• Conduct thorough post-incident reviews and root cause analyses to identify underlying issues and implement corrective actions to prevent recurrence.
• Act as the main point of contact during major incidents. Facilitate effective communication and coordination between internal teams, external vendors, and stakeholders to expedite resolution.
• Define and track key performance indicators (KPIs) to measure the effectiveness of change, incident, and problem management initiatives.
• Maintain comprehensive records of changes, incidents, and problems, and prepare detailed reports. Provide regular updates to management on change, incident, and problem management trends, resolution, progress, and improvement initiatives.
• Develop, implement, and refine processes and procedures for change, incident, and problem management. Ensure continuous improvement in change and incident handling and response times.
• Collaborate with various business units to understand their needs and ensure that IT service management practices align with business objectives.
• Contribute to developing and implementing comprehensive IT service management strategies and plans that maximize employee adoption and minimize resistance. Ensure alignment with business objectives and stakeholder expectations.
• Execute effective communication plans to ensure all stakeholders are informed, engaged, and supported by ITSM initiatives. Create clear, concise, and compelling messaging to facilitate understanding and acceptance.
• Identify potential risks and resistance points related to ITSM initiatives. Develop mitigation strategies to address concerns and ensure smooth transitions.
• Stay up-to-date with industry best practices and emerging trends in IT service management. Continuously refine and enhance IT service management processes and methodologies to improve outcomes.
• Mobilize the appropriate teams and personnel to lead the swift resolution of incidents and restore regular services. It includes opening and leading the teams that take part in resolving the issue, capturing notes of the discussion, and documenting corrective actions being taken. Hourly updates are necessary to inform a broad audience about the status of the issue.
• Determination of whether post-mortem/RCA is required following the resolution of a major incident, and ensure that the necessary actions take place.

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