IT Service Management Analyst - Deerfield Beach, United States - Gravity IT Resources
Description
Job Title: IT Service Management Analyst
Location: Deerfield beach, Florida (Hybrid)
Job-Type: Contract
Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly (we are not open to contract or corp to corp agreements).
Summary of Position:
The IT Service Management Analyst supports the delivery and quality of services to end-users to provide the necessary technical assistance to perform their jobs effectively. This role contributes to various aspects of IT service delivery, such as service strategy, service design, service transition, service operation, and continual service improvement. The IT Service Management Analyst will interact daily with the outsourced Service Desk, End User Services, the Service Management team, and business unit IT partners to align IT services and provide outstanding customer support. The ideal candidate will exhibit a sense of ownership and passion for exceeding customer expectations through optimized IT service delivery.
Responsibilities
? Support the delivery and maintenance of IT services to meet the needs and expectations of internal and external customers
? Collaborate with IT associates and stakeholders to align IT services with business goals and strategies
? Daily overall monitoring of the service desk queue to ensure we are continuously improving the customer service experience and meeting defined SLA requirements
? Identify, manage and resolve issues promptly and conduct proactive problem management to eliminate reoccurring issues
? Respond to customer incidents and requests efficiently and effectively with a customer-centric approach
? Review incidents, problems, changes and request aging and work with resolver groups to ensure compliance with process guidelines and SLAs
? Collaborate with outsourced Service Desk and End User Services team members to provide outstanding end-user experience and first contact resolution
? Complete assigned projects and tasks in defined timeframes and with minimal supervision
? Monitor Service Level compliance, report on performance trends and recommend changes
? Identify opportunities for service improvement, innovation, and automation
? Update and maintain ServiceNow records, reports, dashboards, knowledge base and technical documentation
Qualifications
? Technical skills: knowledge of ServiceNow (Virtual Agent, Employee Center, Agent Workspace and dashboards. Knowledge and understanding of ITIL processes.
? Organizational skills: ability to plan, coordinate, and support IT projects and daily operations
? Interpersonal skills: ability to communicate effectively with different stakeholders, customers, and vendors; ability to partner with diverse teams and people; agile and flexible with
changing priorities and business needs
? Customer service skills: ability to understand customer needs, expectations, and satisfaction levels, and to provide quality service and support
? Problem-solving skills: ability to analyze, identify, and resolve IT issues and challenges in a timely and efficient manner
? Analytical skills: ability to collect, process, and interpret data and information related to IT performance, quality, and improvement
? Strategic skills: ability to support the alignment of IT and business unit goals and objectives
? Innovation skills: ability to explore new technologies, methods, and solutions to enhance IT service delivery and value