The IT Service Management Analyst II has primary responsibilities focused on IT Service Management documentation, communications and training, and process evaluation, improvements, execution and compliance. The analyst works to facilitate new process design and existing process improvements with accountable and responsible stakeholders across IT and business departments. The analyst insures that a holistic approach is taken when implementing new and improved processes, so that IT continually improves service functionality, quality, and delivery effectiveness and efficiency.
Essential Duties and Responsibilities
Perform quality control, to insure records are accurately documented and processes, workflows, and procedures are consistently followed, so that application and service delivery is at a high level of quality.
Lead cross functional meetings with IT and business stakeholders at all levels, focused on process evaluation and improvements.
Drive data analysis to measure performance of processes, technology, and services.
Design and Deliver training to IT, covering IT and service management topics and tool usage.
Provide technical writing services in various forms for various IT and business audiences.
Provide analysis for special projects, initiatives, and IT asset hardware & software practices.
Provide guidance in applying service management and other relevant IT frameworks, methodologies, and standards ? including those defined by regulators.