| Hiring!!! - ITSM Analyst - Washington D.C. at Washington, DC, USA |
| Email: [email protected] |
| Job Title: ITSM Analyst: Change, Problem & Incident Location: Washington D.C. 20433 Duration: Long-term Contract JOB DESCRIPTION: As a unit under ITSTO, ITSSG is responsible for defining technology strategy, aligning technology initiatives with the WBGs business goals, and identifying new opportunities for digital transformation to position Information and Technology Solutions (ITS) as a strategic business partner. The unit facilitates cross-functional collaboration between technology teams, business units, and external partners to ensure that the needs and expectations of the WBG are met. It promotes governance and process alignment as a catalyst for business agility and optimizes technology investments to enable innovation, efficient scaling, assured compliance, resilience, and sustainability. Duties and Accountabilities: The ITSM IT Analyst plays a crucial role in providing process management, analytical reporting, and support to the IT change, incident and problem management processes. The resource will be part of the IT Service Management team and will be responsible for but not limited to the following: IT Change Management Provide operational support in running and maintaining the process, prepare for CAB meetings, and provide guidance to the change coordinators Monitor and report compliance to change management process requirements and procedures Create and update dashboards and reports on KPIs, metrics, and aggregated data Provide support for process design, propose, and implement process improvements Perform UAT and approve production moves for fixes and enhancements to the ServiceNow change module. Test future ServiceNow upgrades and enhancements for any impact to the change module. Update and ensure accuracy of the change management website, and other related documentations Conduct awareness and training sessions Problem Management Maintain and facilitate problem management operations Conduct regular problem review meetings to monitor and track problem resolution progress, ensuring that problems are resolved within agreed timelines. Monitor and report on compliance to problem management process requirements and procedures Track and report on KPIs, metrics and process health. Identify and implement process improvements Perform UAT and approve production moves for fixes and enhancements for ServiceNow Problem management module. Test and provide sign-off for future ServiceNow upgrades and enhancements for any impact to the problem management module Update and ensure accuracy of the problem management website, and other related documentations Conduct awareness and training sessions Incident Management Provide direction for overall process design, propose, and implement process improvements, and sign-off for future ServiceNow upgrades and enhancements. Create dashboards and reports on KPIs, metrics, metrics, and aggregated data Conduct regular working group meetings to monitor and track process compliance to Incident Management procedures and policies. Update and ensure accuracy of the incident management website. Selection Criteria: Bachelors or masters degree in computer science, Engineering, or a related field. Must have 6-8 years of demonstrated experience in managing change, problem, and incident processes in ServiceNow. Technical & ServiceNow Expertise Demonstrated experience in designing and configuring change, incident, and problem management modules in ServiceNow. Expertise and extensive hand-on experience in the ServiceNow platform, particularly the Change, Incident, and Problem management modules. Develop and maintain dashboards, reports, and workflows in ServiceNow and PowerBI to support change, incident, and problem management processes. In-depth knowledge of IT Service Management (ITSM) processes, and IT Infrastructure Library (ITIL) Understanding of IT infrastructure and systems, including networks, servers, and applications. Experience with integrating AI in ServiceNow ITSM a plus IT Change Management Must have extensive experience in managing end-to-end change management process, including risk assessment, approval workflows, post-implementation, chairing CABs, monitoring change process compliance, and reporting on KPIs and metrics in a large enterprise Problem Management Must have proven experience in managing end-to-end problem management process including chairing problem review operational meetings, performing root cause analysis, proactive problem management and trend analysis to prevent incidents for a large enterprise Incident Management Proficiency in handling the lifecycle of incidents, from logging and categorization to resolution and closure. Skills in prioritizing incidents and ensuring timely resolution to minimize business impact. Soft Skills Analytical Thinking: Strong problem-solving skills with the ability to analyze and interpret complex data. Communication: Excellent presentation, verbal, and written communication skills for conveying technical concepts to non-technical audiences. Collaboration: Ability to work effectively individually as well as in a team environment and collaborate with stakeholders. Attention to Detail: High attention to detail to ensure data accuracy and integrity in reports and analyses. Time Management: Ability to manage multiple tasks and prioritize effectively to meet deadlines. -- Keywords: artificial intelligence information technology Hiring!!! - ITSM Analyst - Washington D.C. [email protected] |
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| Thu Aug 15 01:39:00 UTC 2024 |