September 22, 2022
ITSM ANALYST – REMOTE
The Select Group is currently looking for an ITSM Analyst to join one of their TOP Healthcare for a REMOTE role. The Select Groups’ client is looking for an ITSM Analyst to be responsible for leading problem management processes for outage incident resolution, and support development and delivery of documentation, education, and training programs.
ITSM ANALYST REQUIREMENTS:
- 4+ years of experience working in ITSM Incident Management role
- 2+ years of experience leading high priority incident/outage conference calls or meetings.
- Experience planning and leading IT Service Management (ITSM) process implementation and/or experience planning and leading continual improvement of existing processes
- 4+ years of experience with ServiceNow ITSM suite
- ITIL 4 Certification
- Experience with Problem Management is highly desired.
ITSM ANALYST RESPONSIBILITIES:
- Manage and lead various conference call meetings for Incident and Problem Management processes.
- Coordinate the issue resolution of major outage Incidents
- Keep IT leaders informed about business impact, root cause, resolution steps and workarounds.
- Schedule and lead after action review calls to identify the root cause or causes of the major outage, identify what IT can do to prevent the issue from happening again, and identify what IT can do to improve the Major Incident response and resolution process.
- Support the various associated processes including monitoring, reporting, and escalation parameters/procedures with a goal to minimize agreed upon Service Level Management Levels
- Support the WellStar IT process for managing knowledge including how solutions are documented, validated, communicated to Service Desk staff
- Review or create training documentation that is user friendly, detailed, and precise.
- Conduct training with staff to raise awareness or improve consistency of ITSM support processes.
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