ITSM Analyst

Job Position: ITSM Analyst

Location: Uxbridge - Permanent employment

Salary: Competitive

Start Date: 21^st August 2019, Closing Date:19^th September 2019

S P A Enterprise Services Limited, based at Stockley Park, Uxbridge, requires ITSM Analyst. Applicants must be experienced in ITSM Service Management processes, implementation, incident, change management metrics and reporting and must demonstrate a proven work track record to enable the following key responsibilities of the role:

• Responsible for ensuring successful integration of new or changed application services within existing environment.

• Ability to Implement changes service management infrastructure to support services and should act as a point of contact for phone calls, email tickets assigned by the IT Service Desk and walk-ups from end-users regarding IT issues and queries

• Responsible for maintaining, operating, troubleshooting and improving ITSM tools.

• Identify improvements in the environment and propose an implementation path with minimal impact.

• Ability to maintain any existing SLA’s with depending technologies and report on performance, SLA, incidents and problems, implementations.

• Should support in IT Service Continuity Management process in relation to management infrastructure.

• Review and analyse business impact to the production environment, communicating proactively with the business and SMEs to enable changes while ensuring critical business functions are not interrupted.

• Ability to develop and maintain Configuration Management DataBase (CMDB).

• Ability to Install, configure, monitor and support the workstation environment including computers, mobile devices and IP telephony.

• Responsible for the effective delivery of ITIL aligned Incident and Problem Management processes in conjunction with department heads and the Head of Service Desk.

• Support all key activities required to ensure the performance of the Incident and Problem Management processes are measured and reported accurately.

• Should be responsible for the journey of incident and problem tickets from start to finish.

• Facilitate and support the weekly Change Approval Board (CAB) meetings and prepare and distribute the Forward Schedule of Change (FSC) report to the Change Owners.

• Attend weekly CAB meetings to review and approve affected Change Requests and perform a review of requests to ensure all relevant activities have been completed and documentation/information has been provided.

• Assist in the Change, Release, Configuration Manager to prepare, review and update the CMDB and associated documentation and assists with internal, external audits.

• Establish and build strong relationships with internal and external IT service groups, and other ITIL processes, in particular Contract management, Supplier Management, Change Management, Incident Management and IT Service Management.

Qualifications, Experience and Mandatory Skills Required:

• Minimum of 5+ years of experience in IT Service Management and Infrastructure administration approach in incident, problem solving techniques.

• Educated to Computing Degree or equivalent.

• Good to have ITIL® Foundation Certificate in IT Service Management and ITIL Intermediate Service Operations.

• Good to have detailed understanding of technology, services delivery framework (ITIL) and project management methodologies.

• Experience of working in an Incident/Problem Management role, supporting complex technologies.

• Consistently pays attention to detail (i.e. ticket data accuracy; identifying gaps in process).

• Able to manage and prioritize and tasks and time efficiently and demonstrate initiative and a proactive approach to daily tasks.

• Excellent analytical, methodical in approach problem solving skills, able to determine the root cause of problems.

• Experience with Windows or Unix operating systems, switched networks, applications and databases.

• Experience in service Management or support in an enterprise level and diverse environment of incident management, escalation procedures, and related disciplines.

• Excellent communication skills, verbal and written, demonstrating an ability to use different styles and mediums as appropriate and able to deal with business stakeholders at all levels.

Please click apply below for further information and to submit a copy of your CV.