JobRialto
ITSM Analyst - Change, Problem and Incident
JobRialto, Washington, District of Columbia, us, 20022
Job Summary:
The ITSM Analyst will play a key role in managing and supporting the IT Change, Incident, and Problem Management processes. This role involves ensuring process compliance, performing analytical reporting, and proposing process improvements. The ideal candidate will possess strong experience with ITSM processes, particularly within the ServiceNow platform, and will drive continuous improvement to enhance the organization's technology strategy.
Key Responsibilities:
IT Change Management
•Support change management operations, including preparing for CAB meetings and guiding change coordinators.
•Monitor and report on compliance with change management procedures.
•Create dashboards and reports for KPIs and metrics in the change management process.
•Propose and implement process improvements; conduct UAT and approve updates in ServiceNow for the change module.
•Maintain change management documentation and websites; conduct training sessions.
Problem Management
•Facilitate problem management processes, including problem review meetings to track resolution progress.
•Monitor compliance with problem management procedures; create reports on KPIs and metrics.
•Conduct UAT and approve updates in ServiceNow for the problem management module.
•Maintain problem management documentation and conduct awareness sessions.
Incident Management
•Oversee incident management processes; conduct working group meetings to ensure compliance.
•Create incident management dashboards and reports; monitor KPIs and metrics.
•Maintain incident management documentation and process materials.
Required Qualifications:
•Bachelor's or Master's degree in Computer Science, Engineering, or a related field.
•6-8 years of experience managing IT Change, Problem, and Incident Management processes in ServiceNow.
•Expertise in configuring and managing ServiceNow modules for Change, Incident, and Problem Management.
•Proficiency in ITSM and ITIL processes.
•Strong analytical skills for reporting and interpreting complex data.
Preferred Qualifications:
•Experience with PowerBI for reporting and dashboard creation.
•Experience integrating AI into ServiceNow ITSM.
•Understanding of IT infrastructure, including networks, servers, and applications.
•Experience with large-scale enterprise environments.
Certifications:
•ITIL certification is preferred.
Education:
Bachelors Degree
The ITSM Analyst will play a key role in managing and supporting the IT Change, Incident, and Problem Management processes. This role involves ensuring process compliance, performing analytical reporting, and proposing process improvements. The ideal candidate will possess strong experience with ITSM processes, particularly within the ServiceNow platform, and will drive continuous improvement to enhance the organization's technology strategy.
Key Responsibilities:
IT Change Management
•Support change management operations, including preparing for CAB meetings and guiding change coordinators.
•Monitor and report on compliance with change management procedures.
•Create dashboards and reports for KPIs and metrics in the change management process.
•Propose and implement process improvements; conduct UAT and approve updates in ServiceNow for the change module.
•Maintain change management documentation and websites; conduct training sessions.
Problem Management
•Facilitate problem management processes, including problem review meetings to track resolution progress.
•Monitor compliance with problem management procedures; create reports on KPIs and metrics.
•Conduct UAT and approve updates in ServiceNow for the problem management module.
•Maintain problem management documentation and conduct awareness sessions.
Incident Management
•Oversee incident management processes; conduct working group meetings to ensure compliance.
•Create incident management dashboards and reports; monitor KPIs and metrics.
•Maintain incident management documentation and process materials.
Required Qualifications:
•Bachelor's or Master's degree in Computer Science, Engineering, or a related field.
•6-8 years of experience managing IT Change, Problem, and Incident Management processes in ServiceNow.
•Expertise in configuring and managing ServiceNow modules for Change, Incident, and Problem Management.
•Proficiency in ITSM and ITIL processes.
•Strong analytical skills for reporting and interpreting complex data.
Preferred Qualifications:
•Experience with PowerBI for reporting and dashboard creation.
•Experience integrating AI into ServiceNow ITSM.
•Understanding of IT infrastructure, including networks, servers, and applications.
•Experience with large-scale enterprise environments.
Certifications:
•ITIL certification is preferred.
Education:
Bachelors Degree