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IT Analyst ITSM
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- Manage SLAs, OLAs, KPIS, reports, metrics, for ITSM processes, scorecards, and performance plans to identify trends and aligning with the business needs.
- Analyze, design, maintain, audit, integrate, and promote service management processes such as Incident, Problem, Change, Knowledge and Asset Life Cycle Management, Production Release Management, Service Catalog Management, Vendor Contact Management, Business Process Management, and Configuration Management (CMDB), research and present best practices using ITIL as a guiding framework.
- Write or revise program documentation, operations documentation, user guides and training manuals for Client's ITSM processes, tool and assist in training Client Associates.
- Preferred knowledge and understanding of Cherwell ITSM, but not necessary Required
- 2 to 3 years experience in of technical support with knowledge and ability to implement ITIL best practices for Incident Management Required
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