Application Support Analyst

Job Description: The consultant for ITIL Implementation and Operations is a member of the ITIL Team to build and operate various ITIL products and services.

• Collaborate and work with other technology leaders, members, and business team members on the implementation and operations of ITIL products including Change Management, Incident Management, Problem Management, Service Level Management, Availability Management, Knowledge Management
• Analyze, create, and maintain metrics for governing SLAs and OLAs
• Take on roles to implement ITIL components
• Take on operations roles for ITIL components including:
  • Run Change Management Meetings, create and manage communications, dashboards, and reports
  • Conduct Problem Management lifecycle including Root Cause Analysis
  • Serve as Incident Management On-Call
  • Create, manage, and publish metrics for the above
• Facilitating the implementation and support of new ITSM service management tool, framework components/processes
• Operational knowledge of the Agile development process
• Operating knowledge of Jira a plus
• Maintain backlog and facilitates regular sprints for Digital service management applications
• Identify and manage operation risks
• Collaborate with external partners for effective implementation of tools and services
• Manage multiple projects of various sizes to implement best-in-class enterprise infrastructure solutions involving application and hardware technology
• Monitoring the effectiveness of incident management and making recommendations for improvement.
• Lead a Product Centric approach to develop and manage the ITIL Product
• Develop and implement a strategy and roadmap for organizational excellence by leveraging ITIL service components
• Participate in continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders
• Ensure configuration of tools enable agility and required reporting and governance

Skills and Qualifications

• Experience with the ITIL framework
• Experience with the ITSM framework
• Demonstrated experience and success working in diverse teams
• Project management skills and experience in Agile
• Experience successfully executing programs that meet the objectives of excellence in a dynamic business environment
• Strong people skills to create collaborative teams with people from different departments
• Interest and ability to learn new ideas, concepts and technologies
• Critical thinking and analysis of existing processes, technologies, problems and situations
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and ITIL framework
• Deep functional and technical knowledge of the ITIL framework
• Thorough planning and tracking skills, well-organized, focused on results, capable of managing multiple projects, excellent time management with respect to priorities and self-management
• Excellent judgement and problem-solving skills, including negotiation and conflict resolution
• Excellent writing, presentation, and oral communication skills
• Active listening skills
• Excellent team player, with focus on building processes for effective team performance