Heitmeyer Consulting

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Job Title:

ITSM Analyst

Responsibilities:

  • The ITSM Analyst role functions as oversight and support of one or more core ITSM practices. 
  • They will define, execute and coordinate the appropriate process activities across IT, and with external third parties.
  • Manage automation and CI programs for multiple ITSM practices
  • Work with multiple IT teams to create, maintain and manage core, ITIL based services under the appropriate technical and regulatory controls.
    • Create and develop company policies, standards and procedures for ITSM and provides consultation to the other ITSM practices.
    • Create and provide periodic Management Reporting (KPIs & SLAs) relating to ITSM as part of the IT Governance function, including goal metrics that are specific, measurable, attainable, realistic, and time bound.

Qualifications:

    • 1+ years of experience managing and using one or more of the ITSM practices (Change Management, Release Management, Incident Management, Problem Management, Catalog/Request Management, Asset Management, Configuration Management or Knowledge Management).
    • 3+ years of general IT related experience, including experience with core IT skills; i.e. PowerShell Scripting, Python and SQL development.
    • Working knowledge of IT control frameworks such as ITIL v4, COBIT or ISO 9000:2000 (ITIL v3 or v4 certification not required, but is a plus).
    • Strong skills with using ServiceNow, Microsoft suite of tools and Visio or similar flowcharting tools.
Preferred Qualifications:

  • Understands Incident & Change Management process and workflow.
  • Solid background with ITIL & ITSM.
  • Experience in a support role such as Desktop, Server Support or Networking will be very helpful.
  •  ITIL V3 foundation certification as well as ServiceNow experience.

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