Service Management Analyst

We Believe in Better!

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people's lives through secure, reliable advanced technology is our vision.

At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.

Our associates are at the forefront of everything we do, driving our clients' successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our .Simply put, we believe in better lives. Join us!

Learn more about Unisys and our key solution offerings: , , ,

What success looks like in this role:

• Provides point of contact for process related questions or issues and facilitates process related meetings such as Daily operations, MIM bridge calls, etc.
• Manage Incident processes across IT and key vendor service lines for immediate, decisive, and comprehensive solutions.
• Ensure that they major Incidents are managed and communicated within the scope of Service Level Agreement, securing that all engaged parties perform up to high standards and follow agrees process.
• Document Issues, updating issues log, following issues to completion, and escalating issues to management team if needed
• Drive decision making for incident resolution and minimizing impact to the business
• Conduct initial incident investigation, collect essential information across all technical disciplines, identify root causes, determined tasks to prevent recurrence and drove their execution.
• Determine and communicate escalation/resolution across service lines and IT leadership as appropriate.
• Escalation to Senior IT Management & Providing incident updates to stakeholders
• Drives the issues toward resolution by engaging multiple support groups(internal and external), suppliers & vendors
• Keeps update notifications on a tight schedule through , E-mail, Self-service portal, etc.
• Manage Complaints from start to finish providing regular management updates to and bringing a satisfactory outcome for the customer
• Post incident documentation to assist Problem Management in root cause analysis.
• Ensures contractual service support requirements are understood and managed.
• Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.
• Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
• Presents operational and service level reports and explains service level support available to internal or external customers.
• Facilitates Unisys standard processes for ITIL core functions such as Major Incident Management, Change Management, Problem Management, etc
• Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness.
• Review the major incident, aging and work with resolver group members to ensure compliance with process guidelines
• Conducts workshops as required to identify, assess and address process deficiencies, ensure common understanding of process intention and operation, and ensure organization and individual associates understand SLA's and how they contribute to client service expectations
• Works closely with Service Delivery Managers to proactively monitor SLA performance and report on them accurately
• Ensures the operational reports(Monthly, Weekly, etc.) are delivered on time and participate in the governance meetings with the internal and external stakeholder
• Presents operational and service level reports and explains service level support available to internal or external customers.
• Handling escalations from the client and provide them with CAPA
• Ensures the process documentation and other related documents (training materials, Operations manuals) are maintained and updated on a timely manner

You will be successful in this role if you have:

• Bachelor's Degree and a minimum of 4 to 5 years of relevant experience or equivalent combination of education and work experience
• ITIL certified
• Good understanding of ITIL V3 processes and principals.
• Excellent verbal and written communication skills