Job Description :
Title: IT Service Analyst Duration: 1 Year + Location: Dallas, Texas Job Description This position, within the Infrastructure Operations and Reliability Engineering organization, is responsible for IT Service Management functions related to developing and governing process management utilizing ITIL frameworks. This role provides a single point of accountability for all aspects of change, problem and incident management and works with teams to continuously improve business processes. The IT Service Management Analyst maintains focus on process improvement, completing assigned initiatives with internal and external teams while simultaneously governing the change and problem management process. Key Responsibilities Provide ITIL-based Information Technology Service Management (ITSM) knowledge and expertise to customers and stakeholders. Manages, reports and communicates on the global performance of the ITSM processes. Provide specific ITSM process (such as Change Management and Service Asset and Configuration Management) support to the preparation and evaluation of technical documents, papers, studies, analysis, and briefings. Consistently meet deadlines for project deliverables, such as process guides, strategic road maps, etc. Communicate and partner with customer service owners and managers on service management process improvement(s Communicate expectations to project team members and stakeholders in a timely and effective fashion, continuously manage objectives, and hold project team members accountable for delivery. Lead projects to execution and help project teams maintain an overall project vision with supporting project plans. Refine project execution approach using project management standards and best practices. Participates in special projects and performs other duties as assigned. Required Skills: Ability to work independently with minimal direction while still accomplishing established goals. Ability to adapt to shifting priorities, demands and timelines through analytical and problem-solving skills. Thrive in a high-pressure environment and effectively prioritize and execute tasks. Excellent verbal and written communication skills and the ability to interact professionally with a diverse group including executives, managers, and technical staff. Capability to apply critical thinking to project situations, make judgment calls to establish direction for resolution, oversee the resolution plan, and represent status and impacts to key project stakeholders. Ability to elicit cooperation from a wide variety of sources, including executive management, customers, and other departments. Ability to give and receive constructive feedback in the spirit of continuous improvement. Ability to work both independently and in a team-oriented, collaborative environment. Required Experience: Four to six years of relevant service management experience in a Technology/IT environment focusing on implementing ITIL frameworks. 5 years minimum experience implementing Service Level Agreements with associated metrics. Mastery in both business process optimization and organizational change management methodologies. Proficient in ITIL with first-hand experience working with continual service improvement. Demonstrated experience in managing and maintaining technology and service delivery platforms in highly available enterprise environments. Successful history of working cooperatively with peers and executives to identify, implement and maintain leading workplace tools and technologies. Proven track record of successful experiences in transformation initiatives inclusive of people, processes, and technology. Outcome driven with strong organizational change management (OCM) skill, who can identify opportunities for improvement and create solutions Desired Experience: Bachelor's degree in Information Technology, Computer Science, Engineering or related field, or equivalent experience. ITIL Certification Experience in process improvement and/or creation. Familiarity with project tracking applications preferably JIRA. Proficient in all MS Office products