What are the responsibilities and job description for the Service Management Analyst position at Unisys Corporation?
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:
Resolves and analyzes technical or process items in a call center/help desk/data center environment. Uses expertise in customer service, IT Service Management, and technical knowledge gained from prior experience to resolve issues surrounding installation, usage, and training on software and/or hardware products. May diagnose, identify, isolate and analyze trends and problems utilizing historical database records. May support one or more areas such as request management, problem management, asset management, reporting, and incident management. Key Responsibilities * Co-ordinate the Major Incident Management process for specific or multiple clients. Include analysis of information received and work allocation and execution of the functions of Major Incident Management * Coordinate & manage Change end to end. * Quality assurance including continuous improvement, process change and documentation, process/procedure training. * Interface with internal resources, others and/or clients to manage the Major Incident / Change Management processes on a day-to-day basis. * Coordinate activities across technical teams and follow up to ensure that Major Incident / Change Management activities are completed. * Provide the customer, or the Unisys client interface, with accurate information whether over the phone, in person or in writing. * Ensure these requests are executed within agreed deadlines in line with the Customer Service Level Agreement. * Ensure effective communication towards fellow team members in terms of daily team work, sharing information, sharing workload. * Ensure the client is kept continuously and proactively informed on the progress of the submitted requests and that client relationship is developed and maintained. * Understand the requests and their applications. * Ensure that any revealed process gap or improvement ideas are escalated to the Team Leader or Service Manager.
You will be successful in this role if you have:
Key Qualifications * Requires a High School degree. * Excellent written and oral communication skills, capable of effectively interacting with individuals in a broad range of situations * Must be able to communicate effectively with different functions and levels within the organization and the customer * Excellent organizational and coordinating skills; very good time management and prioritization skills * Good Analytical skills * ITIL Foundation V3 certification
Unisys is an Equal Opportunity Employer – Minorities/Females/ Veterans/Individuals with Disabilities/ Sexual Orientation/Gender Identity