Job Description

About Diversified:
Diversified is a global leader in audio visual and media innovation, recognized for designing and building the world’s most experiential environments. Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations. Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, Diversified partners with clients to create spaces that bring people together and keep them coming back.
What to Expect:
At Diversified, we're on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be. With clients spanning the globe and an exciting pipeline of projects across industries, Diversified offers more than just a job. We offer a career path with the flexibility to grow personally and professionally, wherever your ambitions take you.
As a Diversified associate, you'll dive headfirst into big, complex, and rewarding projects that push the boundaries of what's possible. Plus, you'll enjoy a flexible work environment, competitive compensation and benefits, and a culture that celebrates diversity and inclusion.
IF YOU CAN DREAM IT, YOU CAN DO IT AT DIVERSIFIED.

Senior Service Management Analyst Oversee, facilitates, and administers ITIL based service support to client account management. Responsibilities include the management and oversight of service management processes, which may include Incident management, problem management, request management, change management, Service level management and Asset management. Analyze service performance, identifying areas for improvement, and implementing changes to enhance service quality and efficiency.

Roles and Responsibilities:

• Facilitate Diversified standard processes for ITIL core functions such as Ticket Lifecycle
• Review incident, problem, change and request aging and work with resolver group members to ensure compliance with process guidelines.
• Provide point of contact for process related questions or issues and facilitates process related meetings as needed such as aging review board, CSAT results review, Change Advisory Board, etc
• Ensure effective communication, collaboration with team members to ensure process compliance and continuous improvement.
• Provides proactive ongoing monitoring of SLAs to ensure SLA compliance.
• Perform ticket scrubbing for SLA exception and provide a report on SLA performance and exception
• Analyze service metrics and key performance indicators (KPIs) to identify areas for improvement.
• Align with Client Success Managers to ensure SLA data accuracy and reporting
• Maintain accurate and up-to-date documentation of service management processes and procedures
• Generate and present regular reports on service performance, trends, and improvement initiatives to leadership
• Provide training and mentoring for functional teams to ensure that process guidelines are understood and followed.
• Review trend analysis to conduct Proactive Problem Management and eliminate reoccurring issues
• Ensure Asset Management processes are governed and enforced to maintain CMDB accuracy

Qualifications

• Bachelor's Degree with overall experience of 5 years of work experience with minimum of 4 years of Service Management experience or equivalent combination of education and work experience
• ITIL V3 or V4 foundation Certified
• Good verbal and written communication
• Expert in data analytics and customer handling skills
• Experience with ServiceNow core modules from a Service Management perspective

To learn more about becoming part of the Diversified team, visit us at https://onediversified.com/careers/careers-at-diversified or email us at careers@onediversified.com.

Diversified is an equal opportunity employer committed to fostering an inclusive and diverse workplace. All aspects of employment will be based on job requirements, individual qualifications, merit, performance, and business need.

We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law.

We believe in fair and equitable hiring practices and strive to create an environment where all individuals feel valued and empowered.