IT Service Management Analyst Resume Samples

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D Hammes

Declan

Hammes

15968 Crooks Freeway

Dallas

+1 (555) 593 3555

15968 Crooks Freeway

Dallas

Phone

p +1 (555) 593 3555

Experience Experience

New York, NY

IT Service Management Analyst

New York, NY

Sipes, Kris and Harber

New York, NY

IT Service Management Analyst

Configures and customizes the service management system, including workflow creation and documentation
Manage multiple concurrent tasks and workstream
Develop key leadership competencies such as motivating others, customer focus and stakeholders management
Uses standard ITIL Methodology to analyze and streamline existing business processes and assists in creation of new business processes
Performs system and integration testing with sample and live data
Loads, manipulates, maintains, and integrates data between service management applications and other systems including mobile
Facilitate the negotiation of service performance criteria resulting in SLA’s and OLA’s with IT service owners, service contributors, and customers

Chicago, IL

IT Service Management Analyst

Chicago, IL

Grimes, Pfannerstill and Rohan

Chicago, IL

IT Service Management Analyst

Provide a single point of contact for one or more IT Service Management process and business partners
Works with IT to generate views, reports and educate them on the service management applications
Assist service owners in new initiatives or services, continual improvement of existing services, and retirement of older services
Manage weekly and monthly Incident and Problem review meetings and provide data metrics to Leadership
Manage multiple concurrent tasks and work stream
Create, analyze, and report on metrics to measure the usage, adoption, success, and development of the function
May perform coding of moderate to difficult complexity, using recommended technologies. Follows the established methodologies and standards

present

Dallas, TX

Senior IT Service Management Analyst

Dallas, TX

Ebert, Hoppe and McCullough

present

Dallas, TX

Senior IT Service Management Analyst

present

Process Definition and Implementation: Lead the design and development of ITIL/ITSM best practices, processes and tools for MST
Reporting and Analysis: Independently develop, analyze, manage and publish KPIs/Metrics to be used to measure the effectiveness and efficiency of the "in scope" ITSM processes
Collaboration: Build and establish solid working relationships by providing timely, accurate and high quality information to peers, subordinates, upper management and/or customers. Builds and maintains a strong working knowledge of the business areas and builds strategic relationships
Work with the Change Manager to develop and document IT Service Management policies, processes, and procedures based on ITIL best practices
Increase speed and improve quality for IT Service Management support efforts through processes development and execution
ITIL process management - analyze and design service management processes, research and present best practices, and drive for continuous improvements
Manage weekly and monthly Incident review meetings and provide data metrics to Leadership

Education Education

Bachelor’s Degree in Computer Science

East Carolina University

Bachelor’s Degree in Computer Science

Skills Skills

Proven ability to quickly pick up new functional and technical knowledge
Strong communication skills and the ability to handle multiple tasks while maintaining a positive and professional demeanor
Excellent problem solving skills; Strong thinking process with ability to apply creative solutions
Thrives in a highly collaborative environment with a strong commitment to operational excellence
Excellent Communication Skills – ability to interact with a variety of teams & management levels in a multi-cultural environment
Strong analytical abilities; provide actionable insights from the data
Good Analytical skills – critical thinking, attention to detail and problem solving
Strong organizational skills; Ability to organize and structure high levels of information
Excellent systematic problem-solving skills, ability to think "outside the box" and understand complex technical problems
Strong desire to learn and work with many aspects of the ServiceNow application

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IT Service Management Analyst Resume Examples & Samples

Manage weekly and monthly Incident review meetings and provide data metrics to Leadership
Create incident documentation that includes information about the results of the root cause analysis, approvals (who/when), and corrective action plans. Document all commitments and action items
Facilitate the negotiation of service performance criteria resulting in SLA’s and OLA’s with IT service owners, service contributors, and customers
Analyze, review and report incident results against the criteria established in SLA’s
Conduct periodic assessments and reviews of the entire Service Level Management (SLM) process; negotiate control amendments as necessary
Review and implement improvements to the Incident mgmt processes and the tools that support them
Ensure that all documentation for Incident process are kept up to date
Responsible for the identification of service owners, stakeholders, customers and key users as organizational changes occur and new services are required
Build strong relationships with internal and external IT service groups and ITSM team members
Gather and report on historical and real-time data on incidents and root cause analysis
Attend daily stand-up meetings
Conduct risk assessment of change requests
ITIL certification required
Solid knowledge of IT Service Management framework, practices, and processes with 3-5 years experience with Incident and Problem Management specifically. Preferred retail and web experience
Excellent systematic problem-solving skills, ability to think "outside the box" and understand complex technical problems
Strong verbal and written communication skills and ability to transfer technical language and ideas into business terms. Articulating skills, both written, verbal and presentation
Proficiency with MS Office, specifically Excel, Outlook, PowerPoint
Experience with Remedy or similar ticketing system
Excellent report and status writing skills; including creation of service reports and templates, procedures and Key Performance Indicators (KPI’s). Exp with Remedy ITSM Tools a plus
Analytical skills and demonstrated ability to effectively improve service processes and provide solutions
Flexible, must be able to change priorities quickly, focus on new ones without distraction, able to deal with conflict

IT Service Management Analyst Resume Examples & Samples

Uses standard ITIL Methodology to analyze and streamline existing business processes and assists in creation of new business processes
Document existing workflow and current business processes using Nordstrom standard tools
Drive process improvement efforts addressing moderately complex operational problems/projects
Manage weekly and monthly Incident and Problem review meetings and provide data metrics to Leadership
Review and implement improvements to the Incident and Problem mgmt processes and the tools that support them
Ensure that all documentation for Incident and Problem process are kept up to date
Build strong relationships with internal and external IT service groups and STM team members

IT Service Management Analyst Resume Examples & Samples

Project lead for initiatives that impact IT Service Management
Assist in driving and promoting Service Management best practices in process areas such as Incident, Problem, Change and Release Management within the Application Services team
Reporting and Metrics – Assist in Service Level Management with Application owned services, such as managing SLAs, OLAs and underpinning contracts, define and build reports, metrics, and dashboards
ITIL process management - analyze and design service management processes, research and present best practices, and drive for continuous improvements
Champion ITIL Support processes and their implementation
Provide a single point of contact for one or more IT Service Management process and business partners
Acts as communication point for service affecting incidents and customer escalations
Actively look for process improvements identified through problem solving processes or lessons learned

IT Service Management Analyst Resume Examples & Samples

ISO 20000 Lead Auditor certification
ISO 20000 Practitioner certification
ITIL v 3 Expert certification

IT Service Management Analyst Resume Examples & Samples

4+ years of experience in federal agency, DoD, or DON IT with IT service management project work
ITILV3 Foundations Certification
AA or AS degree in IT or CS
COBIT 5 or ISO 20001 Certification
ITIL V3 Intermediate level certification, including Service Strategy or Service Design, Service Transition, Service Operations, or Continual Service Improvement

IT Service Management Analyst Resume Examples & Samples

Up to1-2 years of professional experience in IT Service Management
Knowledge about ITSM tools (BMC, HP, IBM, ATM SA, CA)
Knowledge ITIL standards, CoBIT, eTOM
Technical university degree (IT, telecommunication)
Very good knowledge of English and Polish

IT Service Management Analyst Resume Examples & Samples

Creates process flows based on the ITIL guidelines and adapted to the Company environment including requirements gathering, documentation of flows, identification of requisite inputs and outputs, communications methodologies, forms or information exchange methods, responsible groups for each process step, etc
Reviews and as needed, proposes changes to processes, procedures, and policies to achieve optimal use of the ITSM application suite
With the IT BRM team, supports partner relationships and collaborates with representatives of client organizations to discern their needs for Service Management
Assists with the ITSM application suite configuration approach to ensure alignment across IT and all user groups in regards to nomenclature, reporting, process flows, information usage, data quality, etc
Solicits support from more senior IT Service Management team members
Assists in the development of training sessions & materials for ITSM process users regarding newly developed ITSM procedures, and/or ITSM (ITIL) general information, and/or in the usage of the ITSM solution
Creates metric reports using the ITSM application suite to track key performance indicators
Maintains a current knowledge of technology trends and development tools/techniques, which includes attending workshops, reading journals, and reviewing vendor documentation

IT Service Management Analyst Resume Examples & Samples

Must have a Bachelor’s degree or an equivalent combination of education, training, and experience
Must possess a minimum of 5 years of service management experience
Must possess a minimum of 5 years of project management experience
Must possess a minimum of 3 years of experience as a project leader managing IT projects
Must possess a minimum of 3 years of experience with data analysis and reporting
Must have experience creating and packaging reports for management
Must possess excellent data analysis and manipulation skills
Demonstrated mastery of service management concepts and the ITIL framework
Demonstrated experience managing multiple projects and tasks at the same time, as well as adjusting to changing priorities in a fast paced environment
Demonstrated strong personal mastery, including ethics, interpersonal skills, and engage in continuous learning
Demonstrated ability to manage cross functional teams
Proven ability to drive deliverables and manage escalations and risk
Typically possesses experience in higher education
Typically possesses a certification in information technology project management
Typically possesses at least one certification in Service Management
Typically possesses a Masters’ Degree in Information Science or Information Technology
Provides advocacy for the Service Management program and overall expertise in Service Management while working with clients, gathering requirements, analyzing data and managing projects
Provides detailed analysis of data to create and package meaningful reports and presentations, work with customers to capture requirements for both technical and process improvement projects and tasks, provide training and mentoring and advocacy for the Service Management program, its processes and tools
Provides specialized IT services in the management, coordination, scheduling and delivery of large and/or complex technology-based specialized IT project(s) driving projects through various stages of the project lifecycle including project initiation, planning, execution and closure
Creates and manages comprehensive, realistic project schedules and plans in order to measure, manage and report on the delivery of projects on time and within budget. Reviews and evaluates project progress and recommends specific actions
Provides a variety of project management and consulting services in such areas as data analysis, reporting and research including evaluation of software tools, new technologies and process requirements. Conducts research on new technologies as required
Defines and maintains project scope. Determines need to change project scope and schedules. Manages project scope to ensure that changes are formalized through a documented change control process
Supervises project resources, as appropriate, to manage the completion of project deliverables through each stage of the project lifecycle. Schedules and assigns work to team members. Reviews team members’ work and makes adjustments as needed
Demonstrates techniques, equipment, or procedures to others. Maintains quality/quantity standards
Builds project teams and identifies stakeholders. Communicates regularly and effectively with stakeholders, technical staff, senior level management and customers regarding project goals, objectives, deliverables, plans and status throughout the project
Responds creatively to challenges and negotiations with staff, management, clients and vendors to successfully drive the project to closure
Develops and administers project budget. Provides forecasts and projections used to develop budget. Prepares financial status reports, as needed
Manages and supports the delivery of project documentation including budgets, business cases, scopes of work, memos of understanding, issue logs, operational turnover documentation and specialty documentation as required by each project
Performs other duties as assigned or requested. The university reserves the right to add or change duties at any time
Masters’ Degree in Information Science or Information Technology
ITIL Foundations and at least one intermediate ITIL certification
Certification in information technology project management
5 or more years of experience as a project leader managing IT projects
3 or more years of experience with data analysis and reporting

Senior IT Service Management Analyst Resume Examples & Samples

Process Definition and Implementation: Lead the design and development of ITIL/ITSM best practices, processes and tools for MST
Process Ownership and Management: Accountable for maturing process through the creation and execution of improvement strategies, projects, roadmaps and related deliverables. Oversee compliance with process procedures, data models, policies and technologies to ensure quality standards are met. Support formal compliance and audit initiatives. Collaborate with business units as required to communicate process changes and to maintain process documents and workflows for all in scope ITSM functions
Reporting and Analysis: Independently develop, analyze, manage and publish KPIs/Metrics to be used to measure the effectiveness and efficiency of the "in scope" ITSM processes
Collaboration: Build and establish solid working relationships by providing timely, accurate and high quality information to peers, subordinates, upper management and/or customers. Builds and maintains a strong working knowledge of the business areas and builds strategic relationships
Subject Matter Expert and Leadership: Advise MST business units on ITSM best practices and policies. Provide subject matter expertise on both ITSM processes and tools. Ability to adapt message to the audience, present to and advise senior executives
Business Relationship Management and Project Leadership: Interact with business units to elicit and analyze business needs, translating these needs into requirements. Establishes and supports governance to review, assess and prioritize these requirements for incorporation into tool and process designs
Bachelor's Degree or higher with minimum 5-7 years' experience in ITIL/ITSM. ITIL Expert with certification in one or more additional ITSM frameworks. Practical experience in development and ownership of processes, definition and execution of roadmaps, and experience in implementing related toolset(s)
Expert facilitation and presentation skills with experience in leading workgroups and Sr. executives through the use of techniques such as a SWOT analysis, Gap analysis and Affinity diagraming
Excellent negotiation, conflict resolution and inter-personal skills
Basic math functions such as addition, subtraction, multiplication, division. Advanced reporting analytical skills
Must be able to work independently with minimal supervision. Must be able to work as part of a group
Ability to assess situations quickly and accurately and make decisions and/or guide consensus
Demonstrated ability to take a leadership role without formal authority
Excellent organization, problem solving, and time management skills
This position involves regular walking, standing, sitting, hearing, and talking. May occasionally involve stooping, kneeling, or crouching. May involve close vision, color vision, depth perception, and focus adjustment. Involves use of hands and fingers for typing on keyboard and using a mouse. May be a need to move or lift items under 10 pounds
Primarily Monday- Friday 8 hour days. Ability to work a flexible schedule based on department and company needs
Demonstrated experience in ITSM/ITIL practice in defining, implementing and managing various ITIL processes including but not limited to: Change Management, Incident Management, Problem Management, Release Management, Configuration Management, Asset Management, Knowledge, Service Catalog, Service Level Management, Availability Management, and Capacity Management
Extensive organizational change management experience. Adaptive to change and capable for easing this transition for others
Intermediate project management skills and expertise
Intermediate IT applications and infrastructure knowledge
Expert service management tool knowledge, extensive knowledge in report analytics. Competent in various work management products such as MS Visio, MS Excel, MS Outlook, etc. with the ability to learn new tool sets rapidly
Detailed understanding of the business and advanced acumen for aligning priorities and tasks to desired business outcomes. Retail experience preferred

IT Service Management Analyst Resume Examples & Samples

Configures and customizes the service management system, including workflow creation and documentation
Performs discovery and design work sessions in coordination with Service Management Lead that produces deliverables, including mock-ups, flow diagrams and solution requirements
Delivers end-to-end automated solutions which include technical implementation of the ServiceNow Platform, core system and applications
Tests and corrects defects, develops unit tests, performs local development builds and application team builds, participates in code reviews, and assists with planning and coordinating implementation activities
May perform coding of moderate to difficult complexity, using recommended technologies. Follows the established methodologies and standards
Assists customers with proof-of-concept activities
Analyzes and understands user requirements and procedures to improve system capabilities and automate process workflows
Builds service requests from customer requirements, including projects and enhancements
Works with IT to generate views, reports and educate them on the service management applications
Loads, manipulates, maintains, and integrates data between service management applications and other systems including mobile
Performs system and integration testing with sample and live data
Utilizes scripting tools and service management functionality to automate rote tasks
Bachelor's degree in Computer Science, Computer Information Systems, Management Information Systems, or equivalent experience preferred
Minimum of two years of ServiceNow development experience, deep functional and technical knowledge of ServiceNow preferred, with additional experience in integration and/or software delivery required
Understanding of IT help desk and service management along with good understanding of the ITIL framework including Incident Management, Problem Management, Change Management, Release Management, and/or Service Desk required
Experience in a structured development methodology such as Agile or Waterfall
Experience building and coding Configuration Management Databases (CMDB) strongly preferred; experience with GRC, auditing and compliance frameworks preferred
Experience in integrating ServiceNow with other IT applications required. Web service implementation experience preferred
Working knowledge of relational databases, systems and network performance, and availability monitoring and analysis preferred
Strong desire to learn and work with many aspects of the ServiceNow application

IT Service Management Analyst Resume Examples & Samples

Bachelor's degree in Management Information Systems or related technology discipline or equivalent combination of education and similar relevant experience. ITIL Foundation and/or Business Analyst Certification are preferred. Prior experience in the financial services industry, specifically in Trust, Investment Management or Wealth management is highly preferred
Minimum of 5 years of directly related technology experience as either a Business Systems Analyst, Process Analyst or Project Analyst
Experience with the implementation of ITIL processes
Demonstrated working knowledge of Microsoft Office tools (Word, PowerPoint) and a high level of proficiency in Excel. Experience with Microsoft SharePoint and Microsoft Visio is a plus
Experience working with quality metrics, data collection and analysis techniques. Experience with SQL Server Reporting Services is a plus
Experience testing applications in accordance to required functionality and non-functional quality attributes (e.g. Availability, Performance) and experience writing test plans and test cases is preferred
Experience in working with project management methodology
Must have strong analytical and problem identification/solving skills. Ingenuity and flexibility is expected
Must have excellent verbal and written communications skills. This position requires extensive communication with division/department managers, associates, and vendors. Proven ability to build and maintain strong relationships
Exceptional follow-up skills, and ability to consistently manage concurrent issues through completion
Experience at working both independently and in a team-oriented, collaborative environment is essential
This position requires regular lifting and moving of up to 45 lbs
Incumbent must be able to understand and follow basic instructions and guidelines, complete routine paperwork, use existing form letter and/or conduct routine oral communication, communicate with individuals using a telephone, hear and speak effectively on the telephone, express or exchange ideas by means of spoken word, communicate orally with others accurately and quickly, at an audible level that others can hear

IT Service Management Analyst Resume Examples & Samples

Provide support to internal customers/partners in the various ITSM functions managed in the group as outlined above. Initially this will involve performing task-based tactical support for one or more of the daily functions, leading to more project-based work involving requirements-gathering, solution definition, and execution
Increase speed and improve quality for IT Service Management support efforts through processes development and execution
Manage multiple concurrent tasks and work stream
Identify opportunities and draft requirements to automate manual tasks and processes
Create, analyze, and report on metrics to measure the usage, adoption, success, and development of the function
5+ years of experience in IT Operations or IT Service Management
Excellent soft skills and the ability to encourage communication across groups
Strong technology process management skills and ability to successfully manage up, down and across the organization
Prior experience creating actionable reporting and analytics as it pertains to operations management
Excellent written, verbal, analytical and communication skills. Strong editing skills
Demonstrate impact and influence skills to drive changes, and consensus across organizations
Demonstrated skills and success in process improvement design and workflow analysis
Ability to work independently and solve problems in a timely and professional manner
ITIL Foundations certification desired
L1-NC1

IT Service Management Analyst Resume Examples & Samples

5+ years of experience with DoD or DON IT service management project work
Knowledge of Naval Networking Environment (NNE)
Ability to work independently or on a team and deliver quality products, services, or results
Experience with Navy Acquisition strategy and resourcing
Experience with Microsoft Word, PowerPoint, Excel, and Project
ITIL v3 Intermediate Certification

IT Service Management Analyst Resume Examples & Samples

Ensuring service management procedures are established and documented that align with ITILv3 best practice, provide guidance to facilitate the adoption, and provide the capability to measure and maintain performance of the service post launch to promote continual improvement
Advising IT and business on ITSM best practices and policies; ability to adapt message to the audience, present to and advise senior executives
Chairing the weekly Infrastructure Change Advisory Board (CAB) and measure process compliance; member of Applications and Web CABs
Independently developing, analyzing, managing and publishing KPIs/Metrics to be used to measure the effectiveness and efficiency of the ‘in scope’ ITSM processes
Acting as a gatekeeper function that ensures effective transfer to operations for all new or changed services introduced (including a fully developed end to end support structure, including process, production turnover document, SLA and KPIs
Managing outsourcing vendor to adhere to practices, processes, daily operational activities and appropriately direct their performance to ensure AFI receives quality performance and value
Creating and maintain roadmap for all ‘in scope’ ITSM processes
5+ years of experience in ITIL/ITSM
3+ years of experience planning IT projects as a Project Manager or leading IT implementations as lead analyst
Expert service management tool knowledge, extensive knowledge in report analytics
Demonstrated experience in defining, implementing and managing various ITIL processes including but not limited to: change management, incident management, problem management, configuration management, Knowledge, Service Catalog or Service Level Management
Experience leading a team in an offshore or outsourced service delivery model
Experience with Service Now

IT Service Management Analyst Resume Examples & Samples

Bachelor's degree or higher required
3+ years’ experience in Infrastructure Services or similar environment
Strong team player with high customer service orientation
In-depth knowledge of ITIL beyond the foundation level
Strong organizational skills; Ability to organize and structure high levels of information
A very methodical, disciplined approach toward work
Excellent presentation and written communication skills
Strong analytical abilities; provide actionable insights from the data
Review feedback on process improvements and own continuous improvement efforts
Excellent problem solving skills; Strong thinking process with ability to apply creative solutions
In-depth knowledge of Infrastructure Services
Thrives in a highly collaborative environment with a strong commitment to operational excellence

IT Service Management Analyst Resume Examples & Samples

Coordinate service cost reporting and consolidate variance explanations on key drivers for service expenses and chargeback
Review utilization/chargeback/show-back trends by line of business over time
Determine service impacts in Project Approval Requests (PARs) for new or existing services
Provide support during the budget process to review costs from a services perspective and determine impacts on rates
Assist service owners in new initiatives or services, continual improvement of existing services, and retirement of older services
Provide quarterly reviews on service cost reporting and chargeback
3+ years of financial analysis or service financial management experience
Strong communication skills and the ability to handle multiple tasks while maintaining a positive and professional demeanor
Exceptional analytical, communication, prioritization, and project management skills
Ability to take large amounts of data and summarize in a concise manner

IT Service Management Analyst Resume Examples & Samples

Excellent Customer Focus – dedicated to meet expectations and requirements of customers; establishes and maintains effective relationships
Excellent Communication Skills – ability to interact with a variety of teams & management levels in a multi-cultural environment
A strong drive for results – consistently achieves targets & continually strives for improvement
Good Analytical skills – critical thinking, attention to detail and problem solving
Effective planning and priority setting
Proven ability to quickly pick up new functional and technical knowledge
Ability to effectively deal with change and recognize opportunities

IT Service Management Analyst Resume Examples & Samples

Preferred 1+ years of ServiceNow development, configuration and administration experience
ITIL foundations training (Certification preferred)
ServiceNow System Administrator Certification
Familiarity with Microsoft SharePoint design
Familiarity with SQL for data mining

IT Service Management Analyst Resume Examples & Samples

Process design, management, and improvement expertise
Metrics and KPI reporting skills
Capable of dealing with and managing conflicts
Excellent telephone, written and persuasive communication skills
Service-oriented attitude
Detailed and comprehensive understanding of the service management processes
Competency in dealing with and coordinating the requirements of multiple business units, entities or other customers of a centralized information technology group
Comfort in dealing with a distributed IT organization across multiple domains, languages and cultures
A bachelor’s degree or higher in Information Technology, Computer Science, Management Information Systems, or closely related field
3+ years’ of IT experience with at least 2 years working in one or more of the following fields: IT Change Management, Release Management, Incident Management, Problem Management, Configuration Management
Experience with one or more ITSM solutions such as ServiceNow, BMC Remedy, BMC FootPrints, HP Service Manager, Atlassian Jira, etc
ITIL v3 Foundation certification or higher
Experience with and knowledge of ISO 20000 and ISO 27000
Experience with and knowledge of COBIT and Sarbanes-Oxley controls

IT Service Management Analyst Resume Examples & Samples

2+ years of prior experience in Service Management or equivalent experience
Demonstrated experience in running large business and/or service process initiatives
Demonstrated knowledge in common data query tools such as Excel, MS Access, SQL, and Essbase
Demonstrated ability to critically evaluate existing processes
Demonstrated experience in handling metrics, KPIs, SLA reporting
Familiarity with Service Now platform and modules
Microsoft suite with emphasis on Excel, Powerpoint, Word
Background and experience with Service Now platform
ServiceNow platform experience required
Project leadership experience is a plus
Wholesale or retail experience is a plus
Technology background required
Six Sigma / Lean certifications are a plus
ITIL background and certifications a plus