Overview :

Tekwissen Group, is a workforce management provider throughout the USA and many other countries in the world. The below job opportunity is to one of Our clients who is an American chain of beauty stores headquartered in Bolingbrook, Illinois.

This Client carries cosmetics, fragrances, nail products, bath and body products, beauty tools, and hair care products.

Job Title : IT Analyst ITSM Consultant

Location : Bolingbrook, IL - 60440

Duration : 4 Months

Job Type : Onsite

Job Description :

The Analyst analyses, documents, support ITSM Processes and Functions in a highly dynamic and fast paced environment, while supporting the ITSM tools.

This position works closely with cross-functional teams to understand their business needs and translate them into functional / technical requirements.

They suggest innovative solutions to leverage technology to provide dynamic and efficient tools.

The Analyst leads and / or participates in development and integration activities of the ITSM Processes and Tool.

CORE JOB RESPONSIBILITIES :

Resolve ITSM support issues

Process Improvements across all ITSM functions

Maintain system documentation, logs and work instructions.

Create custom solutions, dashboards, analyse and distribute reporting data regarding service level commitments for Business and IT service owners.

Partner with stakeholders to leverage system metrics and identify business value, automation and process improvement opportunities.

Manage SLAs, OLAs, KPIS, reports, metrics, for ITSM processes, scorecards, and performance plans identifying trends and aligning with the business needs.

Analyse, design, maintain, audit, integrate, and promote service management processes such as Incident, Problem, Change, Knowledge and Asset Life Cycle Management, Production Release Management, Service Catalog Management, Vendor Contact Management, Business Process Management, and Configuration Management (CMDB), research and present best practices using ITIL as a guiding framework.

Drive for continuous improvements and ensure teams are following the processes.

Write or revise program documentation, operations documentation, user guides and training manuals for client ITSM processes, tool and assist in training client Associates.

Perform other duties as assigned.

REQUIREMENTS FOR CONSIDERATION :

Preferred knowledge and understanding of Cherwell ITSM, but not necessary

Knowledge and understanding of how ITSM can enable operations to become more efficient and effective

3 to 5 years' experience in of technical support with knowledge and ability to implement ITIL best practices for Incident Management, Problem Management, Change Management, Service Catalog Management, and Configuration Management which includes 2 years'

experience of process improvements

Ability to demonstrate strong analytical, group facilitation, relationship management and problem-solving skills

Ability to diagnose application, software and hardware problems in person and remotely

Excellent verbal and written communication skills

Must be creative, organized, detail oriented, and able to assimilate information quickly

Project management experience a strong plus

Flexibility of providing support during odd hours, weekends, and peak seasons

Emphasis on customer service

Ability to effectively interact with internal and external business partners

Must be proactive, self-directed, detailed and organized

Must have understanding of current information technology with an ability to conceptualize solutions to business problems in the most effective and cost-efficient manner

Able to follow-up, follow through and deliver quality and timely results

Able to manage and prioritize complex issues in integrated enterprise environment and meet deadlines.

Ability to demonstrate strong administrative skills with effectiveness in developing tasks and managing resources to achieve target dates

Demonstrated ability to effectively balance multiple responsibilities which may frequently change

TekWissen Group is an equal opportunity employer supporting workforce diversity.

Last updated : 2024-05-03