IT Service Support Senior Analyst
Core
Manage IT service delivery processes, performance, and supplier relationships to ensure SLA compliance and cost efficiency.
Role type
Senior IT Service Support Analyst
Builds
Service management processes, supplier service portfolios, and performance measurement frameworks
Domain
IT Service Management (ITSM) / Enterprise IT Operations
Required skills
Service Level Management, Financial Management, Capacity Management, Availability Management, Continuity Management, Incident Management, Problem Management, Change Management, Knowledge Management, Release Management, Supplier Relationship Management, Strategic Planning, Risk Management, Budget Management
Preferred skills
Leading delivery in regulated environments, Planning and managing resources and budgets, Strong communication and influence skills
Technologies
Service management tools, Enterprise IT solutions and applications
Responsibilities
Assess internal and third party supplier services against SLAs, Manage service delivery processes including Service Level, Financial, Capacity, Availability, and Continuity Management, Support key service processes including Incident, Problem, Change, Knowledge, and Release Management, Manage service performance and cost data gathering, Support ongoing review of processes and SLAs, Engage in business partnering with stakeholders
Seniority
Senior, hands-on IC with strategic planning and team development responsibilities