Our costumer:
Our costumer, a big international company, located in Vienna is searching for an experienced IT Service Management Analyst (m/f)
Your tasks:
-
Works with service owners, operation teams and senior management to understand needs and requirements on both operational efficiency and quality
-
Manage and improve IT service operation including incident and problem management change management, configuration management processes
-
Interact with the infrastructure teams and business users to gather facts and analyze improvement opportunities on operational processes and tools
-
Performs discovery and design work shops with other members in the Service Management team to produce improvement proposals on ITSM processes and practices
-
Leads the process design improvements and produce necessary deliverables and documents, including process designs, roles & responsibilities and KPIs
-
Leads the rollout of new processes or improvements on existing processes or tools and systems
-
Work with technical architects and related stakeholders to design, improve and maintain the incident management process and the ticketing system tools
-
Serves as primary contact point in incident and problem management, including tracking and managing major incidents through the complete incident life cycle, and identify solutions preventing re-occurrence of incidents
-
Recommends any improvements regarding processes, reporting, communication, training and tools
Your skills:
- IT education (HTL,university etc.)
-
In-depth understanding and experience with ITIL framework and ITSM best practices, specifically Incident, Problem and Change management as well as Continuous Improvement Planning (CIP)
-
ITIL certified to a minimum of foundation level but preferably to higher ITIL v3 certification
-
5 years of job related to ITSM work experience and process management
-
Experience building and coding Configuration Management Databases (CMDB)
-
Experience developing and implementing Operating Level Agreements (OLA’s)
-
Good English and German skills