Job Description

Job Summary

ITSM & GLPI Position Title\\r\\nIT Service Management (ITSM) Analyst\\r\\nJob Summary\\r\\nThe ITSM Analyst is responsible for supporting and improving IT Service Management processes in alignment with ITIL best practices. The role focuses on monitoring service performance, managing incidents, changes, problems, service requests, and ensuring adherence to SLAs while driving continual service improvement initiatives.\\r\\nKey Responsibilities\\r\\nIncident Management\\r\\n\\r\\nMonitor incident queues and ensure timely resolution.\\r\\nCoordinate incident escalations with support teams.\\r\\nTrack and report incident trends and recurring issues.\\r\\nAssist in Major Incident management and communication activities.\\r\\n\\r\\nProblem Management\\r\\n\\r\\nSupport Root Cause Analysis (RCA) activities.\\r\\nIdentify recurring incidents and recommend preventive actions.\\r\\nMaintain Known Error Database (KEDB) and problem records.\\r\\nTrack problem resolution progress and effectiveness.\\r\\n\\r\\nChange Management\\r\\n\\r\\nReview and validate change requests for completeness.\\r\\nSupport CAB (Change Advisory Board) meetings.\\r\\nTrack change implementation and success metrics.\\r\\nEnsure compliance with change management policies.\\r\\n\\r\\nService Request Management\\r\\n\\r\\nMonitor service request fulfillment against SLAs.\\r\\nCoordinate with resolver groups for timely delivery.\\r\\nIdentify opportunities for request automation and process improvement.\\r\\n\\r\\nService Reporting & Analytics\\r\\n\\r\\nGenerate daily, weekly, and monthly ITSM reports.\\r\\nAnalyze service performance metrics and KPI trends.\\r\\nPrepare dashboards for management reviews.\\r\\nMonitor SLA breaches and recommend corrective actions.\\r\\n\\r\\nProcess Compliance & Governance\\r\\n\\r\\nEnsure adherence to ITIL processes and organizational standards.\\r\\nPerform process audits and compliance reviews.\\r\\nAssist in documenting and updating ITSM procedures.\\r\\nSupport internal and external audit requirements.\\r\\n\\r\\nContinuous Service Improvement (CSI)\\r\\n\\r\\nIdentify process improvement opportunities.\\r\\nParticipate in service review meetings.\\r\\nDrive initiatives to enhance customer satisfaction and operational efficiency.\\r\\n\\r\\nRequired Skills\\r\\n\\r\\nGood understanding of ITIL processes (Incident, Problem, Change, Request, and SLA Management).\\r\\nExperience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or Freshservice.\\r\\nStrong analytical and reporting skills.\\r\\nKnowledge of SLA monitoring and service metrics.\\r\\nExcellent communication and stakeholder coordination skills.\\r\\nProficiency in Microsoft Excel, Power BI, and reporting tools.\\r\\n\\r\\nQualifications\\r\\n\\r\\nBachelor\\\'s degree in Information Technology, Computer Science, or related field.\\r\\nITIL Foundation Certification preferred.\\r\\nAdditional certifications in Service Management or Agile are advantageous.\\r\\n\\r\\nExperience\\r\\n\\r\\n2–5 years of experience in IT Service Management, IT Operations, Service Desk, or related roles.\\r\\nExperience working in enterprise IT support environments.\\r\\nExposure to global service delivery models is preferred.\\r\\n\\r\\nKey KPIs\\r\\n\\r\\nSLA Compliance Rate\\r\\nIncident Resolution Performance\\r\\nChange Success Rate\\r\\nProblem Closure Rate\\r\\nService Request Fulfillment Time\\r\\nCustomer Satisfaction (CSAT)\\r\\nReduction in Repeat Incidents\\r\\nProcess Compliance Score\\r\\n\\r\\nPreferred Competencies\\r\\n\\r\\nITIL process governa

Key Responsibilities

1. ITSM & GLPI Adhere To Quality Standards And Regulatory Requirements While Executing Servicenow Functional Consulting Tasks, Ensuring Compliance With Company Policies.
2. Provide Support For Complex Incidents By Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues Within The Servicenow Platform.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts On Best Practices In Itil And Itsm Frameworks.
4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Maintaining A Robust Security Posture.
5. Enhance Customer Experience And Csat By Focusing On First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Mitigating Security Threats.

Skill Requirements

1. ITSM & GLPI Advanced Proficiency In Servicenow Functional Consulting With A Strong Understanding Of Itil And Itsm Principles.
2. In-Depth Knowledge Of Incident Management, Problem Management, And Service Request Processes Within Servicenow.
3. Excellent Analytical And Troubleshooting Skills, With The Ability To Perform Root Cause Analysis And Implement Effective Solutions.
4. Strong Communication And Interpersonal Skills For Effective Collaboration And Customer Interaction.

Other Requirements

1. ITSM & GLPI Itil Foundation Certification Is Optional But Valuable.
2. Servicenow Certified System Administrator Certification Is Optional But Valuable