Jobs
>
Houston

    Senior IT Service Management Analyst - Houston, United States - Empyrean Benefit Solutions

    Empyrean Benefit Solutions
    Empyrean Benefit Solutions Houston, United States

    1 week ago

    Default job background
    Description


    As a member of the Enterprise Technology Services Team, the SR IT Service Management Analyst will be responsible for leading and driving the IT Service Management initiatives for framework, processes, and tools in the organization. Applying a deep understanding of Information Technology Infrastructure Library (ITIL) practices to implement and optimize IT Service Management processes.

    The SR IT Service Management Analyst will lead IT service owners, business stakeholders, and external vendors to ensure the delivery of high-quality IT services to the organization. This includes Service Request, Incident Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Service Availability Management, and Root Cause Analysis. This role will partner with leadership to establish and optimize IT Service Management operations in a global, hybrid work environment.

    Demonstrating a passion for customer service, this role will effectively lead cost-effective solutions and services prioritizing enterprise communications, platform stability/availability, end-user productivity, balancing of security requirements, and supporting a world-class experience for Empyrean clients.

    ESSENTIAL DUTIES AND RESPONSIBILITIES
    • Partner with leadership to achieve the vision for the corporate IT Service Management model
    • Oversight of "best in class" IT Service Management operations for one or more of the following: Service Request, Incident Management, Problem Management, Change Management, Configuration Management (CMDB), Service Availability Management, and Root Cause Analysis that align with strategic Empyrean principles, processes, and goals (e.g., automation, DevOps, Agile etc.)
    • Partner with leadership to implement an IT Asset Management Program and systems, that includes both hardware and software
    • Lead continuous improvement for the Service Management lifecycle, including: the definition, design, transition, operation, and continuous improvement of IT services
    • Partner with leadership to implement a Configuration Management Database (CMDB)
    • Oversee continuous improvement of the Change Advisory Board Process and activities, including communication.
    • Lead ongoing continuous improvement for Incident communications relating to client impact, business impact, expectations/actions required, updates and mitigation status.
    • Lead continuous improvement for root cause analysis (RCA) activities to ensure that Incidents/Problems are resolved and reduce opportunity for re-occurrence. Identifies trends and potential problem sources through Incident and Problem Management data
    • Implement deliverables as defined by the roadmap for the identified IT Service Management ticketing/workflow system solution
    • Lead Continuous Improvement efforts for service catalogs, service level agreements (SLAs), and other service-related documentation.
    • Work closely with IT teams to ensure that Service Level Agreements (SLAs) are met, and Incidents, Problems, and Changes and Service Requests are handled in a timely and efficient manner.
    • Lead continuous improvement efforts for Knowledge Management Database processes and procedures.
    • Lead collaboration with other teams across IT to coordinate implementations, maintenance, and release schedules of IT Service Management processes, including supporting documentation and delivery of associated communications and relevant training
    • Lead collaboration with IT service owners, business stakeholders, and external vendors to ensure the delivery of high-quality IT services to the organization.
    • Responsible for analyzing service data and producing reports to inform decision making and improve Service Delivery.
    • Collaborate with technical and non-technical stakeholders and apply a strong customer service orientation. Using strong analytical skills to solve complex problems using data-driven approaches.
    • Provide an additional level of oversight for high-touch Service Requests/Incidents related to Clients and C-Level executives
    • Mentor Empyrean leadership and staff on IT Service Management concepts
    • Keep abreast of industry trends and developments and identify opportunities for improvement and innovation in the delivery of IT services
    • Ensure that IT Service Management processes and tools are compliant with relevant laws, regulations, and standards, such as ITIL, ISO 27001, and SOC
    REQUIRED SKILLS AND ABILITIES
    • Established expertise in support of IT Service Management processes/solutions.
    • Experience with IT Service Management ticketing/workflow platform(s), experience with ServiceNow or similar platform a plus.
    • Experience collaborating with technical and solution delivery teams
    • Familiar with Configuration Management Database (CMDB) support
    • Ability to understand the activities on Major Incident triage bridges and translate those into meaningful communications and Post Incident Reviews
    • Ability to create business and technical Executive Summaries
    • Experience in reporting and data analysis, with the ability to produce clear and concise reports for technical and non-technical audiences
    • Ability to provide training and guidance to IT staff on IT Service Management processes, tools, and best practices
    • Proven ability to establish and maintain collaborative relationships and interact professionally with a diverse group of Executives, Managers, customers, and Subject Matter Experts
    • Outstanding customer service, emotional intelligence, and interpersonal skills
    • A strong sense of urgency and focus on SLAs
    • Strong organizational development skills and experience in supporting organizational transition.
    • Excellent communication skills, written and verbal
    • Excellent reasoning, decision-making, and problem-solving skills
    • Ability to manage and prioritize multiple tasks and projects, and to work under tight deadlines
    • Located in the Minneapolis or Houston area
    KNOWLEDGE, EXPERIENCE AND/OR EDUCATION REQUIREMENTS
    • Bachelor's degree or combination of Associates degree and equivalent years of experience, or 5+ years of experience in one or more of the following related fields: IT Service Management, IT Service Desk, Desktop Support/Engineering, IT Asset Management, Knowledge Management, Access Administration, Application Development, Application Support, IT Operations
    • ITIL Foundation certification and strong understanding of ITIL Processes and standards
    • 3+ years involvement in enterprise-wide technology initiatives/projects
    • Strong technical background with the ability to discuss architecture, hardware, and software concepts
    • Previous experience with ServiceNow a plus
    • Experience with supporting an IT Asset Management Program (hardware and software) and associated technologies a plus
    • Experience leading training, in both one-on-one and group sessions a plus
    • Technology experience in the SaaS, employee benefits and/or healthcare space is a plus
    • Exposure to JIRA and Confluence or similar suites or ticketing systems a plus
    • Experience with Agile Framework a nice to have
    #LI-RZ1

    #LI-Hybrid
  • Texas Department of Transportation

    Personnel Management Analyst

    3 days ago

    Texas Department of Transportation Houston, United States

    **Personnel Management Analyst** **-** **(**2401573**)** · **Position Information** · TxDOT's Houston District is seeking a skilled and motivated individual to serve a Personnel Management Analyst. This position will be responsible for assessing and developing the skills and care ...

  • City of Houston, TX

    Management Analyst Iv

    1 week ago

    City of Houston, TX Houston, United States

    **POSITION OVERVIEW**: · **Applications Accepted from: All Persson Interested** · PN 34069 · - **Division**:Grant Administration · - **Reporting Location**:2100 Travis, Houston, TX 77002 · - **Workdays & Hours**:8 am - 5 pm, Monday - Friday*- Subject to change · **DESCRIPTION OF ...

  • US Naval Medical Command

    Financial Management Analyst

    1 week ago

    US Naval Medical Command Houston, United States

    **Duties**: · - You will perform studies or assist others with full scale studies. · - You will track and control funds for special programs. · - You will analyze, forecast, and interpret functions associated with the management and control of resources or funds. · - You will per ...

  • City of Houston, TX

    Management Analyst Iii

    4 days ago

    City of Houston, TX Houston, United States

    **POSITION OVERVIEW**: · **_Applications accepted from: ALL PERSONS INTERESTED_** · **_Service Line: Houston Public Works_** · **_Section: Houston Drinking Water_** · **_Reporting Location: 611 Walker St., 21st Fl._** · **_Workdays & Hours: _**_Monday - Friday/8:00am - 5:00pm*_** ...

  • Kinder Morgan

    Pods Pipeline Data Management Analyst

    1 week ago

    Kinder Morgan Houston, United States

    **Position Description**: · Responsible for creating and maintaining the data within the Kinder Morgan Pipeline Open Data Standard (KM PODS) Esri Geodatabase. The accuracy and integrity of the KM PODS geodatabase is upheld via adding new data, maintaining existing data, running d ...

  • Smarter HR Solutions LLC

    Business Analyst-Human Capital Management SME Lead

    1 week ago

    Smarter HR Solutions LLC Houston, United States

    Job Title: Buiness Analyst-Human Capital Management SME Lead · Type of Job: Contract (Full-Time) · Schedule: 8:00am-5:00pm (Mon-Fri) · Pay: $55.00-$59.00/hour · Location: Houston, TX 77002 · This position is for a Benefits SME/Lead specific to PeopleSoft Human Capital Management ...

  • City of San Antonio

    Management Analyst

    1 week ago

    City of San Antonio Houston, United States

    Under general direction, is responsible for performing administrative professional work coordinating projects and activities between various divisions, departments, public agencies, and private sector representatives. Working conditions are primarily in an office environment. May ...

  • INSPYR Solutions

    management analyst

    2 weeks ago

    INSPYR Solutions Houston, TX, United States

    Duration: 3-month contract · This person will conduct thorough risk assessments for cloud, PaaS (Platform as a Service), SaaS (Software as a Service), and Identity solutions. · Conduct thorough risk assessments for cloud, PaaS (Platform as a Service), SaaS (Software as a Service) ...

  • City of Houston Texas

    management analyst iii

    1 week ago

    City of Houston Texas Houston, United States

    Greenspace Management is seeking a Management Analyst III to join its team. This positions primary role is to gather, compile, analyze data that is used to inform management decisions. The ideal candidate will recommend ways to improve our organizat Management, Analyst, Operation ...

  • Posigen

    Risk Management Analyst

    6 days ago

    Posigen Houston, United States

    Risk Identification and Assessment: Conduct comprehensive risk assessments for solar projects, considering financial, technical, environmental, and regulatory factors Identify and analyze potential risks associated with project development, build, an Management, Analyst, Risk, Re ...

  • City of Houston Texas

    Management Analyst III

    2 days ago

    City of Houston Texas Houston, United States

    Houston Water is a team of approximately 1,500 drinking water and wastewater professionals, including but not limited to operators, mechanics, engineers, scientists, planners, regulatory and business personnel. The City of Houston Water and Wastewate Management, Business Operatio ...

  • Texas Children's Hospital

    Risk Management Analyst

    1 week ago

    Texas Children's Hospital Houston, United States

    We are searching for a Risk Management Analyst. This position is responsible for providing support to the Risk Financing Department. Responsibilities include collection and consolidation of data, file maintenance and correspondence associated with the property and casualty insura ...

  • Sendero

    Management Consulting Analyst

    4 days ago

    Sendero Houston, United States

    Are you an experienced consultant looking for the next step on your career journey? Sendero hires great leaders who are passionate about delivering excellent results and cultivating an inspirational culture. As an Analyst at Sendero, you will continue to refine your consulting sk ...

  • Texas Children's Hospital

    Risk Management Analyst

    1 week ago

    Texas Children's Hospital Houston, United States

    Job Description · We are searching for a Risk Management Analyst. This position is responsible for providing support to the Risk Financing Department. Responsibilities include processing of claims, collection and consolidation of data, file maintenance and correspondence associa ...

  • CIty and County of Honolulu, Hawaii

    MANAGEMENT ANALYST IV

    1 week ago

    CIty and County of Honolulu, Hawaii Houston, United States

    A Management Analyst IV performs management and operational analysis work involving the Department's various response and support operations and determines, monitors, and improves its efficiency and effectiveness. · Current Vacancy Information : · There one vacancy with the Hono ...

  • Sendero

    Management Consulting Analyst

    4 days ago

    Sendero Houston, United States

    Are you an experienced consultant looking for the next step on your career journey? Sendero hires great leaders who are passionate about delivering excellent results and cultivating an inspirational culture. As an Analyst at Sendero, you will continue to refine your consulting sk ...

  • Sendero

    Management Consulting Analyst

    1 week ago

    Sendero Houston, United States

    Are you an experienced consultant looking for the next step on your career journey? Sendero hires great leaders who are passionate about delivering excellent results and cultivating an inspirational culture. As an Analyst at Sendero, you will continue to refine your consulting sk ...

  • CBRE

    Portfolio Management Analyst

    2 weeks ago

    CBRE Houston, United States

    Portfolio Management Analyst · Job ID · 159397 · Posted · 18-Mar-2024 · Service line · Advisory Segment · Role type · Full-time · Areas of Interest · Capital Markets · Location(s) · Houston - Texas - United States of America · Are you ready to start an exciting career with CBRE? ...

  • CBRE

    Portfolio Management Analyst

    1 week ago

    CBRE Houston, United States

    Portfolio Management Analyst · Job ID · 159397 · Posted · 18-Mar-2024 · Service line · Advisory Segment · Role type · Full-time · Areas of Interest · Capital Markets · Location(s) · Houston - Texas - United States of America · Are you ready to start an exciting caree ...

  • CBRE

    Portfolio Management Analyst

    2 weeks ago

    CBRE Houston, United States

    Portfolio Management Analyst · Job ID · 163793 · Posted · 19-Apr-2024 · Service line · Advisory Segment · Role type · Full-time · Areas of Interest · Capital Markets · Location(s) · Houston - Texas - United States of America · Are you ready to start an exciting career with CBRE? ...