ITSM Analyst

Simon Property Group•Indianapolis, IN

17d•Onsite

About The Position

An ITSM analyst job description includes managing and improving IT Service Management processes like incident, change, and problem management, often using frameworks like ITIL and tools such as ServiceNow. Key responsibilities involve analyzing service performance, coordinating with cross-functional teams, documenting processes, and ensuring compliance and continuous improvement. They are also responsible for reporting, managing service requests, and acting as a point of escalation for service disruptions.

Requirements

Strong understanding of ITSM frameworks, particularly ITIL.
Proficiency with ITSM tools like ServiceNow Management.
Must be detailed and thorough
Technical writing experience
Excellent written and verbal communications
Ability to multitask while still maintaining accuracy
Strong understanding of Customer Support base fundamentals and Proactive Monitoring fundamentals
Demonstrated ability to bring conflicting viewpoints to consensus
Experience in ITIL processes, and CMDB is also preferred
Well versed in standard/process creation and change management practices.
Must be professional, trustworthy, self-motivated and a team player to effect positive overall solutions

Responsibilities

Constantly evolve Simon IS monitoring environment and ticketing system
Process improvement in Customer Support & Operations – works to automate tasks that are appropriate.
Own end users training and support of ticketing system (ServiceNow). This includes any improvements needed within the system.
Participate in the long-term strategies and planning for IS operations
Assist in Customer Support audits as necessary
Serve as liaison between Customer Support and Operations and department admins
Assist in any other Customer Support and Desktop Support tasks as needed
Provide requested technical support documentation to Tier 1 team members
Provide requested technical support documentation to End Users
Process management: Works with the Service Desk Manager to define, implement, and improve ITSM processes such as incident, change, problem, and request management.
Performance analysis: Monitor service outcomes, analyze trends and metrics, and generate reports on performance, trends, and SLA compliance.
Coordination: Act as a point of escalation for service disruptions, coordinating cross-functional teams to ensure timely resolution.
Documentation: Document service activities, maintain operational procedures, and support the development of new ITSM functions.
Compliance and governance: Ensure adherence to IT policies, audit requirements, and best practices, and facilitate governance forums like the Change Advisory Board (CAB).
Training and support: Train support teams on ITSM processes and assist with major incident response and problem management investigations.
Continuous improvement: Contribute to continuous improvement initiatives, conduct post-implementation reviews, and propose proactive recommendations.