| Incident & Reporting Analyst (remote) at Remote, Remote, USA |
| Email: [email protected] |
| From: Devyani Kumari, Absolute IT [email protected] Reply to: [email protected] Title: Incident & Reporting Analyst (remote) (This position is fully remote) Cliuent is only looking for Analysts, NO ENGINEERS REQUIRED PLEASE!! Candidates must have a updated LinkedIn ID!! Location: Can be fully remote Start: Ideal start date would be 2-3 weeks out from the date a candidate accepts an offer to allow for proper on boarding per the ITS Admin team. Duration: 6 months to start Interviews: MS Teams video Hours: Regular working hours are 8 a.m. to 5 p.m. ET Monday to Friday. Qualifications: The ideal candidate will have 3+ years of ITSM and Reporting experience, higher education experience is a plus. ITIL, ServiceNow, or other ITSM related certifications are preferred An understanding of ServiceNow/ITIL concepts with a passion for providing an end user an optimal service experience is required. The position also requires a logical and structured approach to improving and optimizing our services and the processes that support them. Proven experience with the creation and/or management of KPIs, SLAs and related reporting. Must be able to create and update meaningful reporting leveraging ITSM metrics, technology usage statistics, call center software, and data from incidents and requests. The Incident and Reporting Analyst must have an interest in and proficiency with learning new technologies that are needed to support the university community. Excellent interpersonal, communication, facilitation and organizational skills are required. Flexibility is required as this role will serve as Major Incident Coordinator for Major Incidents that occur 24x7. Key Responsibilities & Accountabilities: 40% of the time: Analyze processes and standard operating procedures against KPIs Among the key duties of this position are the following: Investigate and help guide compliance of procedures, data, and policies for the Incident/Request/Task platform within ITS. Ensure that the design aligns with needs of the business, services owners, and support staff. Audit performance against KPIs to tell a story around ways to enhance the overall experience. Identify workflow improvements driving issue resolution. Investigate and identify process breakdowns/opportunities Act as a resource for the organization help better understand ITSM defined processes and roles. 20% of time: Evaluation, Consultation and Project Participation and Implementation Participate in planning and execution of support for the community. Support service transition activities. This includes writing documentation; defining self-service, service desk and escalation procedures; proactive analysis of service implementation impact on both the user community and support staff to identify improvement opportunities. Analyze new solutions and provide recommendations for further analysis and impact. Train ITS teams regarding new procedures 10% of time: Major Incident Coordinator Continue to drive the Major Incident (MI) process and better define roles and processes. Act as first-line MI Coordinator as outages arise. 30% of time: Reporting Define reports and regular insights for the team and ITS Leadership based on defined metrics Identify key metrics to tell a story about the customer experience and how each ITS area supports that overall experience. Highlight areas of opportunity/gaps in knowledge based on reporting and feedback Keywords: information technology microsoft Idaho Michigan |
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| Thu Feb 08 22:47:00 UTC 2024 |