Service Management Analyst
Skills
Change ManagementDocumentationIT Service ManagementITILIncident ManagementKey Performance IndicatorsMajor Incident Management
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- +1 years in ITIL service management
- Experience in Major Incident Management, Problem Management, or Change Management
- Excellent written and verbal communication skills
- Experience with Microsoft applications Word and PowerPoint
- Ability to multi-task and work to KPIs in a fast-paced environment
- Proactive approach to issue mitigation and resolution planning
- Experience in fast-paced managed service provider environments
- Confidence in chairing meetings with stakeholders, clear outcomes/actions understood
Nice to have
- keen to drive service and process improvements
- comfortable with responsibilities of Change Management, Major Incident Management and Problem Management
- excellent communication skills
- multi-tasking
- proactive approach
- confidently chairing meetings with stakeholders
Day to day
- Coordinate, own and manage major incidents
- Chair major incident debrief meetings and produce reports
- Document root cause investigations, own remediation activity
- Share knowledge on known problems to reduce downtime
- Manage change process, document, implement and communicate changes
- Chair CAB meetings, ensure approvals for impactful changes
- Support risk management, proactively identify and mitigate risks
- Manage internal and customer escalations, coordinate resolution efforts
Hiring process
- Formally apply via careers.kroll.com