IT Service Management (ITSM) Analyst Service Desk Plus Enterprise
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
IT Service Management (ITSM) Analyst Service Desk Plus Enterprise
Department: Information Technology
Reports To: IT Operations Manager or Director of IT Infrastructure and Operations
Position Summary
The ITSM Analyst is responsible for the configuration maintenance analysis and continuous improvement of processes and workflows within Service Desk Plus Enterprise. This role ensures that IT service management processes are efficient standardized and aligned with ITIL best practices and organizational standards.
Key Responsibilities
- Configure and maintain Service Desk Plus Enterprise modules including Incident Request Change Problem and Asset Management.
- Design analyze and optimize service desk workflows approval processes SLAs and automation rules.
- Maintain request templates categories escalation paths notifications and user roles.
- Analyze service desk data and develop reports and dashboards related to SLA performance ticket trends and backlog health.
- Identify opportunities for process improvement automation and operational efficiency.
- Ensure alignment with ITIL best practices and internal governance standards.
- Maintain accurate documentation SOPs and workflow diagrams.
- Collaborate with service desk staff IT operations and application teams to gather requirements and implement enhancements.
- Support Change Management and CAB workflows within the platform.
- Test and validate configuration changes prior to production deployment.
Requirements
Required Qualifications
- Bachelors degree in Information Technology Information Systems or equivalent experience.
- 35 years of experience in IT service management service desk operations or IT operations.
- Hands-on experience with Service Desk Plus Enterprise or similar ITSM platforms.
- Working knowledge of ITIL processes including Incident Request Change and Problem Management.
- Strong analytical documentation and communication skills.
Preferred Qualifications
- ITIL Foundation certification or higher.
- Experience in healthcare government or other regulated environments.
- Familiarity with asset management and CMDB concepts.
- Experience creating dashboards and service performance reports.
Key Competencies
- Process analysis and optimization
- Attention to detail and consistency
- Data-driven decision making
- Collaboration and stakeholder communication
- Continuous improvement mindset
Required Skills:
Bachelors degree in Information Technology Information Systems or equivalent experience. 35 years of experience in IT service management service desk operations or IT operations. Hands-on experience with Service Desk Plus Enterprise or similar ITSM platforms. Working knowledge of ITIL processes including Incident Request Change and Problem Management. Strong analytical documentation and communication skills.
Required Education:
Any Graduate
Company Industry
IT Services and IT Consulting
Key Skills
- Editorial
- Catering
- B2C
- Camp
- Computer Engineering
