IT Service Management Analyst
Location: Atlanta, Georgia US
Notice
Job Number: 23893
Workplace Type: On-site
Employment Type: Full Time Associate
Position Title: IT Service Management Analyst
External Description:
Position Overview:
This individual contributor position will work across cross-functional lines and with internal and external service providers to drive IT service management practices and LEAN process standardization and improvement. Reporting to the Manager, IT Infrastructure Services, the IT Service Management Analyst will be responsible for the planning, design, implementation and monitoring of IT Service Management practices, processes and performance with an initial focus on IT Infrastructure. We are looking for a change leader, with strong people skills and a proven record of creating and driving service management projects including service strategy, design recommendations, transition planning and support, and operational effectiveness.
Principle Responsibilities:
- Observe and define IT service delivery gaps and deliver readiness assessments, assist in determining resolution steps, and coordinate internal and external resources through all activities to achieve the desired outcome. Includes partnering with Procurement to understand and influence service levels for new agreements and rollouts of new service offerings (e.g. SaaS).
- Monitor and report on Service Operations, and communicate to relevant stakeholders on the status of incidents, problems and resolution progress. Engage internal and external service providers to ensure service effectiveness, SLA/OLA assurance, and continuous improvement.
- Cross-functional Problem-solving – Engage internal and external service providers and assist team(s) to drive problem solving through resolution and verifying customer satisfaction
- Relationships – Establish a strong network and foster collaboration. Know the current service delivery owners and processes and how they serve the business. Establish credibility and trust. Manage expectations effectively. Bridge the gap between business and technology; make it simple to understand, request and use.
Education & Qualifications (Required and Preferred):
- Bachelor Degree (Engineering, CS and IT related preferred)
- 5 years of experience in a similarly complex technical role
- Vendor management experience is required
- ITIL experience is required
- Previous process transformation experience is a plus
- LEAN and Six Sigma experience is a plus
Key Competencies:
- Proven ability to identify resource needs, perform quality review, and escalate workflow issues
- Professional, effective and persuasive verbal and written communications to all employee levels, including execs
- Strong troubleshooting and problem-solving skills across IT disciplines
- Ability to effectively plan, prioritize and perform multiple projects and tasks in fast-moving environment
- Strong service planning skills coupled with excellent execution and reporting
Get to know us and find out "What More Could You Do" at Randstad.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
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Community / Marketing Title: IT Service Management Analyst
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Location_formattedLocationLong: Atlanta, Georgia US