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IT Service Management Analyst (m/f)


1 Ja 31.12.2019 Wochen
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Projektdetails
Projektbeginn: 03.09.2018
Dieses Projekt ist noch nicht vergeben!
Abrechnung nach: Stundensatz
Nebenkosten abrechenbar: Nein
Projektvolumen: keine Angabe
Tags/Schlagworte: CMDB (*****), ITIL (*****)

Projektbeschreibung

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

 

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Deutsch
Experte
Kenntnisse & Fähigkeiten
Agilität
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Hyperion Planning
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IT-Service & Support & Rollout
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ITIL
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Seminare
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