The IT Service Management Analyst ensures high-quality IT service delivery to support end-users effectively. This role involves daily interactions with outsourced service teams, continuous monitoring and improvement of IT services, and providing excellent customer support.

Responsibilities:

• Support and maintain IT services to meet both internal and external customer expectations.
• Collaborate with IT stakeholders to ensure alignment of IT services with business objectives.
• Monitor service desk operations to enhance customer service and ensure compliance with SLAs.
• Efficiently resolve customer incidents and requests with a focus on customer satisfaction.
• Manage IT service performance, recommend improvements, and implement service enhancements.
• Maintain accurate records and reports using ServiceNow and manage IT documentation.

Qualifications:

• Technical knowledge of ServiceNow and ITIL processes.
• Strong organizational and project management skills.
• Excellent interpersonal communication across various groups.
• Committed to high-quality customer service with effective problem-solving capabilities.
• Analytical and strategic thinking with a knack for innovation and adapting to new technologies.

Job Type: Full-time

Pay: $30.00 - $40.00 per hour

Schedule:

• Monday to Friday

Experience:

• ServiceNow: 2 years (Required)
• ITIL processes.: 2 years (Required)

Work Location: Hybrid remote in Deerfield Beach, FL