IT Service Management Analyst Job Description

IT Service Management Analyst Job Description

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IT service management analyst provides advanced principles, theories, and concepts related to requirements, data, usability and process analysis for change management.

IT Service Management Analyst Duties & Responsibilities

To write an effective IT service management analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included IT service management analyst job description templates that you can modify and use.

Sample responsibilities for this position include:

Proficient in ITSM tool administration and management, , Samanage, ServiceNow, HP Service Manager
Conduct periodic assessments and reviews of the entire Service Level Management (SLM) process
Ensure request, incident, problem, and change records are accurate and complete, from creation to closure
Assist in creating and maintaining IT operational workflows, knowledge documents, reports, portal content, and communications to IT and business customers
Facilitate major incident conference bridges, accurately identifying and logging attendees, timelines and troubleshooting steps taken
Coordinate planned change windows, and log results
A highly competitive base salary of €70,000 per year
An additional benefits package that includes generous annual leave, insurance cover & several other additional benefits
The opportunity to join a global operation who are ranked as the number one industry leader in their field
You will be based in modern offices with state of the art facilities in Dublin City Center

IT Service Management Analyst Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for IT Service Management Analyst

List any licenses or certifications required by the position: ITIL, CHEP, CEM, ITSM, V4, V3, PMP, ISO, IIBA, CISA

Education for IT Service Management Analyst

Typically a job would require a certain level of education.

Employers hiring for the IT service management analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Computer Science, Information Technology, Business, Education, Information Systems, Technical, Engineering, Project Management, Business/Administration, Service Management

Skills for IT Service Management Analyst

Desired skills for IT service management analyst include:

Naval Networking Environment
SharePoint
Business and process analysis functions
Concepts
Project management principles
Related areas of IT
Theories
OCONUS Enterprise Network
Release Management
ServiceNow

Desired experience for IT service management analyst includes:

A brand new job that will bring you exciting challenges & the opportunity to develop both your technical & analysis skills!
The ability to perform multiple tasks concurrently, while making timely and sound
2 – 5 years of strong technical experience, excellent analytical reasoning and practical decision making, combined with an ability to communicate across a broad range of business functions and at all levels of the organisation
Provide a single point of contact for IT Service Management process and business partners
ITIL Foundations 3.0 Certification highly desirable
Propose and agree with the wider SACM team on those CIs to be uniquely identified with naming conventions

IT Service Management Analyst Examples

1

IT Service Management Analyst Job Description

Job Description Example
Our company is looking to fill the role of IT service management analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for IT service management analyst
  • Perform configuration audits to check that the IT inventory is compliant and consistent with standards and initiates any necessary corrective action
  • Create and maintain documentation and operational procedures
  • Provide pro-active recommendations for process improvement
  • Act as first point of contact for customer queries and requests for service to the SACM team
  • Maintain project status information and status accounting records and reports
  • Lead the IT Infrastructure daily service review which focuses on incidents, service and change requests
  • Prepare monthly report detailing IT Infrastructure Services against service levels
  • Assist Incident, Problem, Service and Change management functions with analysis of trends and patterns
  • Review the Service Level Management process and analyze it for continuous improvement
  • Lead cross-functional initiatives, including scoping, defining, planning, implementing and documenting business opportunities
Qualifications for IT service management analyst
  • Solid knowledge of IT Service Management framework, practices, and processes with 3-5 years experience with Incident and Problem Management specifically
  • Strong verbal and written communication skills and ability to transfer technical language and ideas into business terms
  • Excellent report and status writing skills
  • Experience with XML, HTML, JavaScript and Web Services
  • Knowledge of requirement analysis, design specifications, test protocol generation is necessary
  • Problem solving and root cause analysis skills are also required with extensive technical knowledge of computer hardware/software maintenance
2

IT Service Management Analyst Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of IT service management analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for IT service management analyst
  • Support the design and implementation of ServiceNow integrations
  • Strategize with the business all aspects of CCC services including, planning, change management, training needs, budgeting, and developing success criteria
  • Roadmap sharing from Global Service Owner to the Regional IS
  • Participates in UAT and PIV testing for defects and enhancement releases
  • Develops business test plans and executes testing including leading the acceptance testing by facilitating participation of appropriate staff in project completion
  • Assist with the management of the the Agile development cycle
  • Ensure that new personnel or service providers are familiar with Intarcia processes and tools, , ITIL aligned processes, Samanage, What’s Up Gold
  • Run weekly ITSM operational improvement meetings with IT colleagues
  • Accountable for ensuring that SACM is delivered in line with defined global policy, processes, procedures
Qualifications for IT service management analyst
  • Previous experience in a Configuration Management role is desirable but not essential as cross transferrable skills will be considered
  • Experience operating within an ITIL or ITSM aligned organisation
  • Basic understanding of IT infrastructures, applications and databases
  • Familiarity with the wider ITSM processes that Configuration Management supports
  • Ability to occasionally adjust work schedule to meet business need (standard is 40 hour week)
  • Flexibility in start times to accommodate the times changes across the globe, to ensure global coverage
3

IT Service Management Analyst Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of IT service management analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for IT service management analyst
  • Engaging with stakeholders to design and implement interfaces with other applications that leverage or provide CMDB data
  • Engaging with the SIAM organization to design and govern interfaces with SIAM processes which leverage CMDB data
  • Accountable for SACM awareness, training and process adherence by the Data Owners, Data Analysts and Service Provider management and personnel
  • Ensuring the on-boarding of new Applications and Business Services into the CMDB aligns with the CMDB Data Model
  • Identifying process improvements and resolving process issues through the Service Providers and Data Owners and ensuring all CIs are complete based on contractual obligations
  • Day to day management of the SACM team and external suppliers
  • Leads investigation of root cause analysis to continuously improve data accuracy
  • Prepares and shares reports on CMDB statistical information and process operation including the delivery of Operational and Executive Dashboards to drive behavior and adherence
  • Manages SACM relationship with the customer specifically regarding business service and IT service impact management
Qualifications for IT service management analyst
  • Demonstrated ability to drive IT Service Delivery, planning, and management
  • Ability to ask tough questions and understand complex scenarios surrounding infrastructure changes
  • Proven ability to drive incidents to a resolution in a timely manner
  • Experience working with change owners, implementation professionals, and business stakeholders is a key asset
  • Ability to be On-Call and work after-hours work as required
  • Bachelor's degree in Busines, Informatics or IT discipline
4

IT Service Management Analyst Job Description

Job Description Example
Our company is hiring for an IT service management analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for IT service management analyst
  • Working with a range of stakeholders across the business, define the requirements, processes, procedures and reporting for new modules, components and applications to compliment the existing toolset
  • Lead workshops to ensure full alignment of requirements and solution across technical and business teams
  • Ensure that all such requirements are fully aligned to industry best practice and put CC in a leading competitive position
  • Project manage the delivery of both enhancement releases and new systems
  • Produce clear project definition, requirements specifications and test plan documentation for projects undertaken
  • Produce project plans, highlight reports, exceptions reports and risk & issue logs
  • Provide support to internal customers/partners in the various ITSM functions managed in the group as outlined above
  • Chairing the weekly Infrastructure Change Advisory Board (CAB) and measure process compliance
  • Define and conduct ongoing research and analysis either in a specific or multiple areas of expertise
Qualifications for IT service management analyst
  • Monitor that the access roles are implemented according the designed model and defined IT General Controls
  • Monitor and evaluate the defined Key Performance Indicators, Compliance Metrics and Critical Information
  • Visualize relevant Key Performance Indicators on internal IT Dashboard
  • Work out, discuss and analyse the requirements in close cooperation with IT or business experts
  • Knowledge of basic Identity & Access Management or information security policies and processes
  • Good knowledge of Microsoft Office, reading or creating of SQL queries to select data
5

IT Service Management Analyst Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of IT service management analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for IT service management analyst
  • Author written research in fulfillment of our commitment to clients
  • Create materials for and delivers face-to-face, teleconferenced and taped presentations to clients
  • Provide advice to vendors and investment companies inside and outside of APAC
  • Build and maintain relationships with key users and vendors
  • Ability to work cohesively with colleagues, clients and technology providers from around the globe
  • 10 years plus years’ experience working as an Infrastructure and Operations management professional
  • Be able to understand requirements and document it, to provide design and configuration guidance when required in the fields of ITSM and document the functional aspect of the interface
  • Drive service improvements at European level
  • Manage a wide range of technologies
Qualifications for IT service management analyst
  • Good to excellent command of English both written and verbal
  • Knowledge of data protection and IT governance related topics
  • Basic ITIL knowledge (understanding how IT operates - solving issues, problems, processing changes)
  • Based Navy Program Management Warfare Office client and matrixed BAH Team as an ITSM SME
  • Vendor outsourcing contract re
  • Compete

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