IT Service Management Analyst

PURPOSE STATEMENT

Responsible for monitoring Service Level Agreements and ensuring that they meet the required levels. The employee must make sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level target.

TYPICAL ACCOUNTABILITIES

- Analyses and reviews Service Performance against the SLAs and OLAs.
- Maintains the regular Service Level review process with both the IT Customer and Service Provider which covers:
− Review outstanding actions from previous Reviews
− Current Performance
− Reviews Service Levels and targets (where necessary)
− Reviews underpinning agreements and OLAs as necessary
− Agree with appropriate actions to maintain / improve Service Levels.
- Coordinates troubleshooting
- Initiates any actions required to maintain or improve Service Levels
- Conducts annual (as appropriate) reviews of the entire Service Level Management Process and negotiates, agrees with and controls any amendments necessary.
- Acts as co-ordination point for changes to Service Levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.)
- Ensures that appropriate changes are assessed for their impact on service levels
- Accommodating Service Improvement Plans / Programs within the SLM process

ROLE SPECIFIC ACCOUNTABILITIES:

- Responsible for managing services across the pillars
- Owns the LSC throughout the S&OP cycle and engages with IT Demand for capturing any demand signals
- Manages local services suppliers, including MWP services, if locally delivered
- Ensures fulfilment of services as per SLA, monitors and captures performance via Service Reviews
- 1st level escalation point and focus for any EM engagement activities
- Monitors and ensure compliance for CN items related to IT Services processes

SKILLS, KNOWLEDGE, EXPERIENCE

- Good communication skills: oral, written, presentation, facilitation
- ITIL knowledge beyond theory.
- Credibility and trust; ideally has earned the respect of IT managers and other business managers at all levels
- Ability to work under pressure, handle stressful situations in a calm manner
- Relationship management and conflict resolution skills
- The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners - to articulate and remedy service level issues
- A good understanding of the organization’ services provided and customers/users
- A good understanding of the organization’s business and how IT contributes to it
- Innovative thinking with service quality, and its improvement, within limits of costs and business direction

- Attractive salary package
- Top notch training
- Good career progression opportunities

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