Job Description :
Position: ITSM Analyst
Location: Menomonee Falls, WI 53051
Duration: 6 Months CTH
Job Description
Information Technology Service Management (ITSM) Process Analysts are responsible for defining, documenting, monitoring and analyzing IT processes within the Information Technology Infrastructure Library (ITIL) framework.
Process Analysts will work to gather and clarify business process issues and requirements through working group sessions.
They will be required to analyze and prepare complex cross-functional business requirements and process flows, perform gap analysis between as-is and to-be processes, and make recommendations on areas for continual process improvement.
ITIL Process Analyst must be able to demonstrate their expertise in ITIL/ ITSM best practices.
Five (5) plus years'' experience in developing ITSM/ITIL processes, roles and technology to support IT Service Management (ITSM) practices for mid-large organizations.
Experience defining, updating, deploying and managing ITSM standards for multiple ITIL processes, to include identification of interdependencies between defined processes desired.
Experience implementing ITSM processes through ITSM process management tool such as BMC Remedy highly desirable. Knowledge of computer/network principles at a level normally acquired through completion of a Bachelor''s degree in a relevant technology field or acquired through a combination of education and experience is required.
Solid capabilities managing to working plans and meeting deadlines. Competent utilization of Microsoft Office and Exchange/Outlook.
Organizational skills with the ability to work with other departments to coordinate efforts.
Strong interpersonal skills with the ability to effectively communicate with internal and external customers.
Designs and develops ITIL/ITSM best practices, processes and tools including BMC Remedy.
Collaborates with IT and Process Owners to gather and analyze needs, translating these needs into requirements.
Establishes and supports controls and procedures to review, assess and prioritize these requirements for incorporation into tool and process designs. Provides key management reporting of KPIs and metrics as they pertain to defined goals and objects and their critical success factors.
Administrators the Service Management tool, BMC Remedy, to ensure that the enterprise has a quality system that meets the needs of Process Owners as well as industry standards.
Creates reports and analyze data to help accurately measure the effectiveness and efficiency of ITIL/ITSM Processes. Assists with the development and maintenance of the application code and user interfaces of the Service Management Toolset, BMC Remedy.
Supports BMC Remedy in the way of reviewing and analyzing the user requests, and implementation of both minor and major enhancements.
Supports and understands the various interfaces between BMC Remedy and other enterprise systems (such as Active Directory and Corporate Databases
Works with IT management to develop key workflows that support IT processes.
Creates thorough and accurate documentation for all ITSM process and the interfaces between them.
Maintains up to date knowledge of industry best practice standards. Supports the enterprise by providing information on best practice implementations to realize gains in efficiency, productivity and customer service.