ITSM Analyst II

SIMON•Little Rock, AR

12d•Onsite

About The Position

The ITSM Analyst II position is responsible for the daily management of the Change Enablement and Problem Prevention processes, following the best practices of the ITIL Framework. This role also assists with the administration of the Configuration Management process. The position works under the supervision of the Manager of IT. Key responsibilities include managing Change Requests throughout their lifecycle, assisting with the development of the Configuration Management Database (CMDB), proactively managing problem records to obtain root cause and remediation, developing and maintaining performance reports for management, maintaining actionable items from problem remediation, identifying and communicating known errors, and routinely auditing Configuration Items (CIs), Problem Records, and Change Requests. Participation in Disaster Recovery Testing is also required.

Requirements

Foundational understanding of the ITIL (Information Technology Infrastructure Library) framework
Intermediate Excel, PowerPoint, SharePoint, PowerBI and Visio skill level
Intermediate to advanced analytical and audit capabilities
Fundamental understanding of the IT infrastructure
A bachelor’s degree in business, IT, or related field
Advanced written and oral skills
Ability to understand and communicate a complex framework to others
Highly motivated and self-driven
The ability to quickly learn and apply information
Ability to facilitate and record meetings involving large audiences
Attention to details
MS Office 365 programs
Understanding of computer systems, mobile devices, and other tech products
Knowledge of IT infrastructure
Knowledge of business processes
FreshService or other industry leading tool experience
ITIL Foundations v4 Certification
Ability to regularly work a 40-hour week

Responsibilities

The management of Change Requests throughout their lifecycle
Assist with the ongoing development of the Configuration Management Database (CMDB), which includes: Configuration item identification and recording, Configuration item interconnectivity and dependencies, Development of configuration management processes and procedures
Proactively manage problem records throughout their lifecycles
Work closely with Enterprise Subject Matter Experts (SMEs) and other resources to obtain the root cause and absolute remediation
Develop and maintain weekly/monthly performance reports for management to review. Includes an overview of issues that have occurred, uses data to identify trends, identifies areas of improvement, etc.
Maintain actionable items resulting from problem remediation and work with the owners for a timely completion
Identify and communicate known errors to help mitigate future incidents
The routine audit of Configuration Items (CIs), Problem Records, and Change Requests
Participation in Disaster Recovery Testing