We are searching for a meticulous IT Service Management Analyst to join our team in Deerfield Beach, Florida. In this role, you will be integral in supporting the delivery and quality of services to end-users, providing the necessary technical assistance to ensure their jobs are performed effectively. This role will involve daily interactions with various teams and business unit IT partners to align IT services and provide outstanding customer support. Responsibilities:• Support the delivery and maintenance of IT services to meet the expectations of internal and external customers• Collaborate with IT associates and stakeholders to align IT services with business goals and strategies• Monitor the service desk queue daily to ensure continuous improvement of the customer service experience• Identify, manage, and resolve issues promptly and conduct proactive problem management to eliminate recurring issues• Respond to customer incidents and requests with a customer-centric approach• Review incidents, problems, changes, and request aging and work with resolver groups to ensure compliance with process guidelines and SLAs• Collaborate with outsourced Service Desk and End User Services team members to provide an outstanding end-user experience• Complete assigned projects and tasks within defined timeframes and with minimal supervision• Monitor Service Level compliance, report on performance trends, and recommend changes • Identify opportunities for service improvement, innovation, and automation• Update and maintain ServiceNow records, reports, dashboards, knowledge base, and technical documentation