Description
IT Service Management Analyst
Columbia, SC
1 year+ contract with annual extensions & option to hire
*Due to security clearance eligibility requirements, only US citizens can be considered for this role. The clearance can be obtained after an offer of employment is made and is not a prerequisite.
Supports the development, improvement, operational delivery, and governance of ITSM processes and tools. Works with IT Operations, Client Organization, business service owners, customers, and senior management to ensure that the services provided are properly documented, delivered and maintained. Emphasis on identifying and addressing recurring incidents. Examines the life cycle of problems from problem identification, through root cause analysis, to the completion of remediation tasks for problems resulting from incidents in the production environment. Responsible for initiating and managing proactive projects to prevent problems from occurring and to act as an interface with other areas within the organization.
Required Skills/Experience:
- 5 years of experience in a similarly complex technical organization.
- Experience with root cause analysis as it relates to incident/problem management
- Proven ability to identify resource needs, perform quality review, and escalate workflow issues appropriately.
- Proven use of ITIL processes as it relates to Problem Management.
- Exceptional organizational and team coordination skills.
- Proven ability to navigate the technology environment and work effectively with multiple groups.
- Excellent interpersonal, written and verbal communication skills, including ability to communicate information to both technical and non-technical staff, including management.
- Strong negotiation/persuasion and analytical skills.
- This position must be able to manage multiple work efforts, simultaneously among multiple teams to ensure the efficient, timely flow of work.
- Research, analytical and problem solving skills.
- Basic knowledge of insurance industry/practices, data mining techniques, Root cause analysis, methodologies and of IT systems and how they work to support an organization's Servers, networking, applications, etc.
Responsibilities:
- 35% Leads management in the coordination, monitoring, and improvement of existing and new IT processes such as problem management. Performs trend analysis and pinpoints potential recurring incidents in the environment. Initiates alerts to technical teams for engagement based on trending from our ticketing systems, management, or customer/stakeholder requests. Assists in the facilitation of any findings and remediation activities with stakeholders and technical teams, including documenting, explaining actions to be taken, adjusting procedures and processes to accommodate going forward.
- 35% Performs detailed technology analyses and works with SMEs to establish recommendations for improvement. Analyzes data for potential conflicts or outages, consulting with management and other stakeholders as required to prevent impact.
- 30% Takes an active role on data quality and its review as it relates to data entered in the databases and shared with the organization.
- Writing of postmortem documents. Decoding technical details and putting them into business terms for distribution.
- Fast-paced, multi-platform environment which may require action and response 24x7 to support the technical business needs of the customer.
Education/Work Equivalency:
- Bachelor's Degree in Computer Science, Business Management or other job related degree or 5 years of job-related work experience or 3 years of job-related experience plus an Associate degree in Computer Science, Business Administration or other job related degree