ITSM Analyst

TEKsystems•Pittsburgh, PA

17h•$50 - $60•Hybrid

About The Position

This is a contracting role in supporting the Enterprise Operations team. The candidate should have strong ITSM/ITOM knowledge and will be a liaison between technical leaders and the technical teams. The role will primarily support two areas within Enterprise Operations team: Support of Service Operation Incident Management: 1. Support our clients Incident Manager to manage incidents across Operation and minimize business disruption 2. Coordinate across technical teams, vendors, and stakeholders and establish effective communication 3. Conduct post-incident reviews and root cause analysis. 4. Identify patterns and propose improvements to reduce incident frequency. 5. Enhance automation and monitoring to bring more reliability. 6. Measure and improve customer satisfaction related to operational incidents. Support of Service Transition Configuration Management: 1. Assist in the development of processes and reporting to maintain accurate and up-to-date Configuration Management Database (CMDB). 2. Build a project plan to establish and rollout end-to-end service mapping to visualize infrastructure dependencies. • Work our clients CMDB manager to develop the mapping and supporting processes; for rollout and ongoing maintenance • Work with both the technical team and stakeholders to build a project plan for rollout of service mapping. • Work with the stakeholders to demo the service mapping feature and benefit • Lead the implementation of service mapping incrementally across critical applications/platform 3. Leverage CMDB and Service Maps to enhance incident management and improve our client's security posture. 4. Develop reporting of the use and impact of Service Mapping within the organization.

Requirements

CMDB
Incident Management
Service Mapping
servicenow
itsm
process improvement
strong ITSM Analyst resource

Responsibilities

Support our clients Incident Manager to manage incidents across Operation and minimize business disruption
Coordinate across technical teams, vendors, and stakeholders and establish effective communication
Conduct post-incident reviews and root cause analysis.
Identify patterns and propose improvements to reduce incident frequency.
Enhance automation and monitoring to bring more reliability.
Measure and improve customer satisfaction related to operational incidents.
Assist in the development of processes and reporting to maintain accurate and up-to-date Configuration Management Database (CMDB).
Build a project plan to establish and rollout end-to-end service mapping to visualize infrastructure dependencies.
Work our clients CMDB manager to develop the mapping and supporting processes; for rollout and ongoing maintenance
Work with both the technical team and stakeholders to build a project plan for rollout of service mapping.
Work with the stakeholders to demo the service mapping feature and benefit
Lead the implementation of service mapping incrementally across critical applications/platform
Leverage CMDB and Service Maps to enhance incident management and improve our client's security posture.
Develop reporting of the use and impact of Service Mapping within the organization.