Sr Associate IT Service Management Analyst
Sr Associate IT Service Management Analyst
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Job Description
As an Incident Manager a member of IT Service Management pool within the SAS 24x7 Global Operations Center youwill participate in operational and transformational initiatives as related to Service Management. As an Incident Manager you will be responsible in the ongoing definition and improvement of service management policies processes procedures and their supporting tools. While this position primary focusses on Incident Management (including Major Incident Management. This position will also be responsible for encouraging the adoption of ITIL practices (IT Infrastructure Library) throughout Global SAS IT.
Responsibilities:
- Participates in the development implementation and communication related to several Service Management processes including Incident Problem Change Configuration Event Knowledge Request and Service Portfolio Management
- Perform the Major Incident Management (MIM) role to anchor and drive quick resolution for high priority incidents
- Participate and champion the Change governance initiatives including reporting coordination and tracking activities
- Participate in efforts to implement ITSM technical solutions necessary to automate processes and support the operation of endtoend IT services delivery and support processes.
- Provide business analysis support by identifying requirements for ITIL based tools and applications specifically ServiceNow and executes user acceptance testing.
- Work with development teams and project management on the implementation enhancement and support of IT service management tools (CMDB ticketing system etc.
- Champion ITIL best practices and their implementation throughout SAS
- Define and propose the key performance indicators and critical success factors for global IT services
- Work with IT leadership to ensure alignment and adoption of ITSM processes and tools within the overall service management strategy
- Act as advisor in recommending continual service improvements to operational activities that will enhance service robustness and reliability
- Monitorkey ITSM dashboards or queuesto ensure theappropriatepriority and triageduring assigned shift.
- Work with the team management and SASServiceOwners to create maintain and improvethedocumentation needed by the team for successful of daily tasks.
- Reviewandassess OLA/SLAdatawithSASService Owners to improve incidentresolution andrequest .
- Drive customer first approach in all service interactionsin a dynamic environmentwhile managingcompeting demands.
- Work with Global Operations Center supervisors and management to ensure consistentservicedelivery.
- Work24x7on monthly rotating schedule including weekends and holidays.
Qualifications
Essential:
- Bachelors degree in Computer Science or related field plussevenyears experience in IT. An equivalent combination of education training and experience may replace these requirements.
- Experience providing infrastructure OS and/or application support for customers.
- Technical Skills
- Operating Systems: Windows RHEL Linux
- Application: SAS Java based enterprise applications
- Selfdriven with ability to train/coach employees on varied ITSM topics
- Strong troubleshooting skills
- Professionalwritten verbal and interpersonal communication skillsare essential.
- Ability to work in a strong team environment as well as independently.
Preferred:
- ITIL Foundation Certified
- Experience with ServiceNow(IT Operations Management IT Service Management).
- Solid knowledge of multiple operating systems.
- KnowledgeableinSix Sigma Leanor related methodology.
- ISO SOC 2 FedRAMP Compliance hands on knowledge.
- Knowledge of VMware and cloud hosting providers.
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#SAS
Required Experience:
Senior IC
Employment Type
Unclear
