Description
Details- As an ITSM Tools Analyst, you will have the opportunity to enhance and deepen your analytical and technical IT skills though continuous in house and on site professional training.
- This will enable you to build strong relationships with various stakeholders and clients, whilst enhancing your knowledge of the client's products, technologies and processes.
- This position (ITSM Tools Analyst - Service Request Management) is key to enabling strategic Dependability intents via stability and consistency of the collection and management of data to support Request, Incident, Problem and Change Management execution and will be a key contributor to building solid foundation in the client's maturity towards a Service Management orientation.
- Position technically is a Service Request management Position,
- Incident problem management, support systems and modules in Remedy tool.
- Work with vendors and diverse group of IT operations, support, and business partner resources to ensure tool set meets business and GIS requirements for Service Management execution
- Maintain current tool configurations as well as identify, develop and deploy new configurations, integrations, and capabilities to support business and IT requirements
- Ensure proper change management within the integrated ITSM tool environment
- Provide troubleshooting and resolution of software and user issues
- Partner with the client's Architecture resources to ensure and enable future direction of ITSM tools and processes to support requirements
- Create and maintain system documentation
- Create and maintain local IT support processes
Qualifications Required:
- Bachelor's degree, or demonstrated job experience (5 + years)
- Demonstrated experience supporting distributed, web based IT infrastructure and/or applications
- Demonstrated programming experience
- MUST HAVE ITSM/ITIL, web based application.
- Experience/familiarity with ITIL/ITSM processes
- Experience/familiarity with BMC Remedy
- Demonstrated ability to research, analyze, and solve complex problems
- A candidate with Unix and Oracle would also stand out