ITSM Analyst (Event Management)

Job Description

The Service Management Office is looking for an experienced IT Service Management Analyst to assist with our Service Management processes with a focus on Event Management using ServiceNow ITOM. You will perform the day-to-day delivery of Event Management services to the organization, taking general direction from the ITOM Manager, and specific direction from the Event Management Process Owner. This includes the ongoing definition and improvement of service management policies, processes, procedures and their supporting tools. You will also work closely with cross-functional teams to ensure event management, alerting and incident creation are optimized to meet business and stakeholder requirements while following the established process. You will also support the organizations IT service management goals as well as encourage the adoption of ITIL practices (IT Infrastructure Library) throughout Global SAS IT. Specific responsibilities include but are not limited to: Defining, documenting, socializing, and enabling processes related to event management Performing operational activities as defined by Event Management policies and procedures, ensuring alignment with industry best practices and organizational goals Working to fulfill tickets for incidents, requests and enhancements related to event management Engaging with strategic projects to ensure Event Management can deliver required functionality within project timeframes Providing guidance and training to cross-functional teams on event management processes Ensuring that event management is functioning well with other IT Service Management (ITSM) processes Establishing Key Performance Indicators (KPIs) and metrics to ensure the effectiveness of event management Collaborating with IT and non-IT stakeholders, ServiceNow Product Owners, Architects, Developers, and Process Owners to improve IT service management processes and enhance customer experience and efficiencies Running and delivering reports as required Collecting and reporting metrics as required Identifying service improvement opportunities This role requires a combination of technical expertise, process management skills, and the ability to work collaboratively across various departments to ensure effective event management. Required Qualifications: Education and Experience: Bachelor s degree in Computer Science or related field plus seven years experience in IT. An equivalent combination of education, training, and experience may replace these requirements. Technical: Strong knowledge of ServiceNow ITOM and ITSM and how the processes interact with each other Experienced in Agile and Scrum, including writing and updating sprint stories General familiarity with IT on-premise and cloud architectures and platforms: Linux & Windows Servers, Virtual Instances, Databases, Storage, Firewalls, Routers, AWS, Microsoft Azure, Google Cloud Platform Skills: Outstanding attention to detail Excellent analytical and problem-solving skills Strong communication, collaboration and troubleshooting skills Demonstrated ability to plan, organize and deliver deliverables Good understanding of ITIL processes and best practices Ability to manage multiple priorities and shift focus as urgent issues arise Ability to work in a strong team environment as well as independently. You re curious, passionate, authentic and accountable. These are our values and influence everything we do. Preferred Qualifications: 3 plus years of hands-on experience with ServiceNow ITOM and ITSM ITIL Foundation Certification