IT Analyst ITSM Consultant
Posted on :
19-02-2024
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
19-02-2024
Job Description
Req ID : 2565776
Overview:
TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. The below job opportunity is to one of Our clients who is an American chain of beauty stores headquartered in Bolingbrook Illinois. This Client carries cosmetics fragrances nail products bath and body products beauty tools and hair care products.
Job Title: IT Analyst ITSM Consultant
Location: Bolingbrook IL 60440
Duration: 5 Months
Job Type: Contract
Job Description:
POSITION SUMMARY:
- The Analyst analyzes documents support ITSM Processes and Functions in a highly dynamic and fast paced environment while supporting the ITSM tools.
- This position works closely with crossfunctional teams to understand their business needs and translate them into functional/technical requirements.
- They suggest innovative solutions to leverage technology to provide dynamic and efficient tools.
- The Analyst leads and/or participates in development and integration activities of the ITSM Processes and Tool.
CORE JOB RESPONSIBILITIES:
- Resolve ITSM support issues.
- Provide proactive recommendations to maximize system use and usability.
- Process Improvements across all ITSM functions
- Maintain system documentation logs and work instructions.
- Create custom solutions dashboards analyze and distribute reporting data regarding service level commitments for Business and IT service owners.
- Partner with stakeholders to leverage system metrics and identify business value automation and process improvement opportunities.
- Manage SLAs OLAs KPIS reports metrics for ITSM processes scorecards and performance plans to identify trends and aligning with the business needs.
- Analyze design maintain audit integrate and promote service management processes such as Incident Problem Change Knowledge and Asset Life Cycle Management Production Release Management Service Catalog Management Vendor Contact Management Business Process Management and Configuration Management (CMDB) research and present best practices using ITIL as a guiding framework. Drive for continuous improvements and ensure teams are following the processes.
- Write or revise program documentation operations documentation user guides and training manuals for clients ITSM processes tool and assist in training client Associates.
- Perform other duties as assigned.
- Develop and maintain a variety of reports related to IT KPIs and Metrics.
- Collect data from various sources and analyze trends to provide insights to management.
- Collaborate with crossfunctional teams to gather data and relevant insight.
- Utilize Dashboards to create reports and communicate and updates needed.
- Effectively Communicate timelines followup with crossfunctional teams and communicate any challenges in a timely manner.
- Audit resolved tickets for support teams to ensure accuracy for reporting.
- Follow up on breached tickets assigned to teams across the enterprise to bring to resolution.
- Perform other duties as assigned.
REQUIREMENTS FOR CONSIDERATION:
- Preferred knowledge and understanding of Cherwell ITSM but not necessary.
- Knowledge and understanding of how ITSM can enable operations to become more efficient and effective.
- 2 to 3 years experience in of technical support with knowledge and ability to implement ITIL best practices for Incident Management Problem Management Change Management Service Catalog Management and Configuration Management which includes 2 years experience of process improvements.
- Ability to demonstrate strong analytical group facilitation relationship management and problemsolving skills.
- Ability to diagnose application software and hardware problems in person and remotely.
- Excellent verbal and written communication skills
- Must be creative organized detail oriented and able to assimilate information quickly.
- Project management experience a strong plus.
- Flexibility of providing support during odd hours weekends and peak seasons
- Emphasis on customer service
- Ability to effectively interact with internal and external business partners.
- Proficient in Microsoft Products (Excel PowerPoint)
- Must be proactive selfdirected detailed and organized.
- Must understand current information technology with an ability to conceptualize solutions to business problems in the most effective and costefficient manner.
- Able to followup follow through and deliver quality and timely results.
- Able to manage and prioritize complex issues in integrated enterprise environment and meet deadlines.
- Ability to demonstrate strong administrative skills with effectiveness in developing tasks and managing resources to achieve target dates.
- Demonstrated ability to effectively balance multiple responsibilities which may frequently change
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Employment Type
Full Time
Key Skills
- IT Experience
- SAP Materials Management
- SAP SuccessFactors
- Agile
- Business Analysis
- SAP
- Requirements Gathering
- SAP Finance & Controlling
- SAP Supply Chain Management
- SAP S/4HANA
- SDLC
- Oracle
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