ITSM Analyst, Managed Services

Summary:

The ITSM Analyst is responsible for improving the efficiency, effectiveness, and quality of services provided to customers, the business, and stakeholders. This role focuses on delivering valuable insights into service performance by leveraging ITSM tools, analytics, and structured reporting to drive continuous improvement and process maturity.

Primary Responsibilities:

• Support the IT Service Management Lead in designing, documenting, maintaining, and improving core ITSM processes, including but not limited to: Incident Management, Request Fulfillment, Problem Management, Change Management, Release Management, Knowledge Management, Configuration Management, and Service Continuity.
• Utilize Jira and Confluence for ITSM workflow management, documentation, and reporting, including advanced dashboard creation, data extraction, and manipulation to support decision-making and trend analysis.
• Develop and maintain regula...