IT Service Support Senior Analyst
Core
Lead Service Level Management, Financial Management, Capacity Management, and Continuity Management processes while assessing supplier services against SLAs and managing operational budgets.
Role type
Senior IT Service Support Analyst (Service Management)
Builds
Service management processes, supplier performance reports, and service improvement plans
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, Budget Management, SLA Analysis, Risk Management, Strategic Planning, Resource Allocation, Performance Measurement, Global Matrix Organization Experience
Preferred skills
Team Leadership in Regulated Environments, Budget Planning, Stakeholder Influence
Technologies
Service Management Tools, Enterprise IT Solutions, Supplier Management Systems
Responsibilities
Assess internal and third party supplier services against SLAs, manage service delivery processes including Financial and Capacity Management, support key service processes like Incident and Change Management, analyze suppliers' performance and drive future SLAs, manage service management systems and tools, and engage in business partnering with stakeholders.
Seniority
Senior, hands-on IC with strategic planning and team development responsibilities