ITSM Analyst | Hybrid

We have urgent role of ITSM Analyst | Hybrid. Please revert if you are interested in applying.

Role: ITSM Analyst

Location: Pittsburgh, PA - Hybrid (Occasional days in the office, could be 2 days per week but not with regularity)

Job Type: 14 Month Contract

LOCAL candidates ONLY Please!

Overview:

The Client has an immediate opening for an ITSM/ITOM Analyst. Ideal candidates must have a Bachelor's degree and 5 years of IT experience.

Responsibilities:

Aid in the development and rollout of ITSM/ITOM best practices.

The role will primarily support two areas within Enterprise Operations team:

Support of Service Operation Incident Management:

• Support the Incident Manager to manage incidents across Operation and minimize business disruption
• Coordinate across technical teams, vendors, and stakeholders and establish effective communication
• Conduct post-incident reviews and root cause analysis.
• Identify patterns and propose improvements to reduce incident frequency.
• Enhance automation and monitoring to bring more reliability.
• Measure and improve customer satisfaction related to operational incidents.

Support of Service Transition Configuration Management:

• Assist in the development of processes and reporting to maintain accurate and up-to-date Configuration Management Database (CMDB).
• Build a project plan to establish and rollout end-to-end service mapping to visualize infrastructure dependencies.
• Work with CMDB manager to develop the mapping and supporting processes; for rollout and ongoing maintenance
• Work with both the technical team and stakeholders to build a project plan for rollout of service mapping.
• Work with the stakeholders to demo the service mapping feature and benefit
• Lead the implementation of service mapping incrementally across critical applications/platform
• Leverage CMDB and Service Maps to enhance incident management and improve Client security posture.
• Develop reporting of the use and impact of Service Mapping within the organization.

Qualifications:

• ITSM / ITOM knowledge - 5 years
• Project coordination/Project manage skills (small projects of multiple weeks to a month) - 5 years
• Functional knowledge of ITSM Incident Management module and CMDB service mapping (must be able to explain how it works)
• Experience performing post incident reviews and root cause analysis for service operation incident management

Thanks & Regards

Avnish Rao

Technical Recruiter

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