IT Service Management Analyst

Southern Company•Atlanta, GA

About The Position

IT Service Management Analyst Job Summary: The IT Service Management Analyst is responsible for the strategy development, operation and support of enterprise-wide service management functions (includes asset, incident, change, problem, service request, knowledge, and configuration management processes and operational analytics/BI/reporting functions) and tools with a focus on improving customer satisfaction, maximizing productivity, reducing cost, risk and touch points across the technology organization. This position is responsible for developing and supporting TO metrics and reporting to monitor process/tool adoption and maturity levels, technical ability to pull data from a variety of sources, consolidating and analyzing the data to identify potential areas for improvement, leading projects to identify and execute improvements in processes and tools, and working with service owners and leaders across the technology organization to identify and publish actionable service metrics that drive continuous service improvement. Responsible for staying abreast of IT Service Management industry trends. Must be able to work with teams across the technology organization and balance between tactical/day-to-day management of the process/tool and strategic medium- and long-term planning for the organization. This job can be located at either the Georgia Power HQ (Atlanta, GA) or the Alabama, Power HQ (Birmingham, AL).

Requirements

BS/BA in Computer Science, Business Management, or related field is preferred
Minimum of 3 years of Information Technology experience
Advanced T-SQL, Postgres, and Oracle skills
Advanced proficiency in PowerBI or similar dashboarding tool and Data Analysis Expressions (DAX)
Advanced proficiency with Excel data analysis, pivot tables, slicers, charting, data analysis, VBA macros
Experience with CMS or similar call management data and tabular data models a plus
Applied knowledge and skills for relational databases
Ability to quickly comprehend complex spreadsheets/data
Understanding of BMC Helix, or similar ITSM tool, incident/request, change, and knowledge data. Asset data a plus.
Familiarity with Business Intelligence analytics tools and data marts
Data mining skills
ITIL Foundation certification is preferred
Exposure to ITIL, IT Service Management frameworks, and process improvement is a plus
Analytical and detail oriented
Problem solving expertise
Good communication and presentation skills to all audiences including senior management
Knowledge of company technology organization, business, and technical environments
Understanding of company technology infrastructure domains including data centers, network / communications, server utilization, virtual environments, storage, and application development & maintenance
Ability to build relationships and work comfortably with all levels of management
Effectively organizes tasks, manages multiple priorities, and able to meet tight deadlines
Demonstrate our values of safety first, unquestionable trust, superior performance, and total commitment and the ability to provide and accept feedback

Responsibilities

Design and develop metrics and reports using data from Helix, and other data sources
Assist Service Management Analysts and technology partners in defining requirements for metrics and reports
Support and enhance existing metrics and reports
Support and enhance the Helix (SQL server) data mart
Act as a liaison to the Data and Analytics reporting team for support and requirements
Analyze data for trends, root cause, and performance issues
Validate data accuracy
Identify and troubleshoot data issues
Work with vendors as appropriate to resolve data issues or discuss requirements
Identify metrics and reports that will help improve TO processes
Track and report status of metrics and reporting projects