Information Technology Service Management Analyst

Role Description:

The IT Service Management Analyst is responsible for developing the ITSM processes of the IT support teams. These are the teams responsible for providing proactive first fix and post-sales support to our Customers.

Primary Responsibilities:

• Responsible for the governance of ITSM processes across the various support teams in multiple countries.
• Responsible for creating, delivering, and training the ITSM process awareness.
• Perform periodic ITSM process performance assessment, identify process gaps and recommend improvements.
• Lead the planning and implementation of process improvements and gaps closure initiatives.
• Ensure operational procedures and practices are well defined, documented and consistently applied.
• Instill a high performance culture in the teams with a focus on team work, service excellence and ownership for resolving customer issues.
• Encourage open communication between team...