IT Service Management Analyst - ISMAUB - NavitsPartners : Job Details

IT Service Management Analyst General Summary & Scope •Resolve ITSM support issues and ensure user satisfaction. •Provide proactive recommendations to maximize system usability. •Implement process improvements across ITSM functions. •Maintain system documentation, logs, and work instructions. •Create custom solutions and dashboards to analyze reporting data regarding service level commitments. •Collaborate with stakeholders to leverage system metrics and identify opportunities for automation and process improvement. •Manage SLAs, OLAs, KPIs, and performance metrics for ITSM processes. •Analyze, design, maintain, and promote service management processes, ensuring compliance with ITIL best practices. •Write or revise program documentation and assist in training Associates. •Develop reports related to IT KPIs and collaborate with cross-functional teams to gather insights.