6 service desk analyst associate njus Jobs in columbus, oh
NetJets & EJM is Hiring an IT Service Management Analyst (NJUS) Near Columbus, OH
The IT Service Management (ITSM) Analyst will work as part of the team dedicated to ensuring the efficiency, effectiveness, and quality of NetJets' Service Management processes and execution. We seek someone with excellent analytic and communication skills who can translate ITSM processes into technology requirements aligned with industry best practice frameworks (ITIL). This person will maintain ITSM records, track and report on key metrics, and support ITSM governance and audit requirements. Additionally, the Analyst may assist with Knowledge Management.
Tasks and Responsibilities
- Supports ITSM process and service implementation for ITSM initiatives by documenting process or service requirements and acceptance criteria from ITSM Process Owners and key stakeholders while considering capabilities and limitations.
- Analyzes and documents requirements for ITIL processes, mapping them to the JIRA Service Management tool.
- Develops use cases, process diagrams, and requirements documentation using stories and scrum techniques.
- Works closely with ITSM Process Owners and request type owners to elicit and agree on workflow requirements.
- Collaborates with ITSM Process Owners to assist in developing and implementing performance metrics and measurements.
- Participates in the auditing of ITSM processes and procedures.
- Provides support to users to ensure proper process and service execution.
- Promotes adherence to ITSM policies and procedures.
- Documents technical and ITIL processes and procedures, project and program information, and resolutions/workarounds.
- Works with managers and staff to identify and fill gaps in documentation.
Bachelor's in Information Technology
Certifications and Licenses
Years of Experience
2-4 years of experience
Core Competencies
Adaptability
Collaboration
Curiosity
Service-Oriented
Strives For Positive Results
Knowledge, Skills, Abilities and Other (KSAOs)
- Familiarity with ITSM and the ITIL framework.
- Requirements gathering and documenting skills.
- ITSM analysis experience.
- Experience with JIRA Service Management.
- Excellent communication skills, both verbal and written.
- ITIL Foundation preferred
Job Summary
Full Time
$69k-86k (estimate)
04/17/2024
04/30/2024
The following is the career advancement route for IT Service Management Analyst (NJUS) positions, which can be used as a reference in future career path planning. As an IT Service Management Analyst (NJUS), it can be promoted into senior positions as an IT Quality Assurance Analyst III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary IT Service Management Analyst (NJUS). You can explore the career advancement for an IT Service Management Analyst (NJUS) below and select your interested title to get hiring information.
