ASPIRE GSC Incident Request Analyst
ASPIRE GSC Incident Request Analyst
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Job Description
Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk it stands as the central authority and shared service delivery hub orchestrating all operational workflows processes procedures and tooling. Its a core delivery component of the Version 1 ASPIRE Managed Services offering that place AI continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting selfservice and automation we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best Experience to our Customers.
We are seeking an experienced and resultsdriven Incident and Request Analyst.
Working to the Service Desk Support Lead in support of our IT service desk operations 24/7 at the Global Service Centre you will be responsible for overseeing and managing the endtoend incident and request management practice within the organization. This role ensures incidents are resolved efficiently to minimize business disruption and adheres to ITIL best practices to maintain service quality and operational excellence. You will have the oversight of all tickets in the ecosystem ensuring they are maintained and progressed irrespective of resolver group department or organisation delivering the support. You will be focused on SLA performance ensuring that there are clear escalations in support of tickets about to breach.
The ideal candidate will be a handson individual with excellent ServiceNow skills to create and analyse servicebased data and performance also identifying candidates for shift left automation or continuous improvement.
This role is highly suited to a person who has started from the ground up in a Service Desk environment.
Key Responsibilities:
- Develop implement and maintain the incident and request management practice and its supporting artefacts in line with ITIL standards.
- Develop and deliver training sessions for service desk and support teams to ensure adherence to the processes.
- Collaborate with technical teams to ensure incidents are diagnosed resolved and closed within agreed SLAs.
- Collaborate with technical teams to ensure requests are fulfilled and closed within agreed SLAs.
- Escalate unresolved incidents or requests to senior management or external vendors when necessary.
- Support the production of postincident reviews (PIRs) to identify root causes lessons learned and areas for improvement.
- Create and present regular reports on incident trends response times and resolution effectiveness to key stakeholders.
- Analyze incident data to identify patterns and recurring issues implementing proactive measures to prevent reoccurrence.
- Recommend and drive process improvements to enhance the overall efficiency and effectiveness of incident management.
- Maintain strong relationships with internal teams external vendors and other key stakeholders to enable seamless collaboration.
- Develop and deliver training sessions for service desk and resolver teams to ensure adherence to the incident and request management practices.
- Maintain and update documentation including workflows escalation paths and communication templates.
- Working with colleagues overseeing VIP complaints and plaudit interactions.
Qualifications :
Skills Education & Qualifications:
- Indepth knowledge of ITIL frameworks particularly incident and request management.
- Strong analytical and problemsolving skills.
- Exceptional communication and interpersonal skills with the ability to manage highpressure situations.
- Proficiency in ITSM tools e.g. ServiceNow.
- Ability to coordinate crossfunctional teams.
- Bachelors degree in IT Computer Science or related field (preferred).
- ITIL Foundation certification (mandatory); ITIL Practitioner or higher (desirable).
- Proven experience in an incident management or similar IT operations role.
Additional Information :
At Version 1 we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing professional growth and financial stability.
One of our standout advantages is the ability to work with a hybrid schedule along with business travel allowing our employees to strike a balance between work and life.
We prioritise the health and safety of our employees providing private medical and life insurance coverage as well as free eye tests and contributions towards glasses. Our team members can also stay ahead of the curve with incentivized certifications and accreditations including AWS Microsoft Oracle and Red Hat.
Our employeedesigned Profit Share scheme divides a portion of our companys profits each quarter amongst employees. We are dedicated to helping our employees reach their full potential offering Pathways Career Development Quarterly a programme designed to support professional growth.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
