IT Service Management Analyst (ITS 4)

PRIMARY RESPONSIBILITIES: • Design, development and implementation of the ITSM tools software solution using the inherent features of the ITSM toolset. • Supervise the usage and maintenance of detailed documentation relating to the implementation of the ITSM System hardware and software. • Design, development and implementation of improvements to ITSM tools software solution and, where identified, extending the ITSM toolset using C# and .Net. • Participate and lead in process modeling activities. • Coordinate all process activities across core teams to ensure that ITSM solutions are integrated from a process perspective. • Provide tools, process expertise and input into the design, build and implementation of solutions as required. • Support the development and execution of test scenarios designed to validate the functionality of processes being designed and built into the ITSM tool. • Conduct periodic audits of ITSM tool to ensure continuing compatibility with overall ITSM process plans. • Maintain communication portals and documentation as it relates to ITSM. • Maintain the detailed documentation relating to the implementation of the ITSM System hardware and software. • Coach team members in specialized tools skill sets as assigned. QUALIFICATIONS •Bachelor’s degree or equivalent mix of education and experience. • At least three years of information technology experience such as consulting, analyzing, designing or programming. • At least three years experience in programming C# and .NET applications. • At least three years experience in service management and project management. • Experience managing technology support services, service management/delivery processes such as ITIL and/or business process design and continuous improvement efforts. • Strong inter-personal and communication skills; capable of writing proposals and whitepapers, acting as a vendor liaison, making presentations to customer audiences or professional peers, and working closely with all levels of management. • Proven ability to manage and improve business operational processes. • Demonstrated knowledge of project management principles, practices and concepts (PMBOK). • Must possess an understanding of the application of information technologies to administrative and business information systems. • A demonstrable knowledge of SDLC (software development life-cycle) and support requirements. DESIRED QUALIFICATIONS: • ITIL Foundation Certification desired. • Previous experience in large ITIL Service Management implementations. • Experience in IT Operations and process management. • Experience with emerging technology companies. • Exceptional problem solving capabilities. Ability to manage multiple, simultaneous work streams. • Previous experience in Change and/or Release Management systems and processes. • Previous experience in Service Request/Engagement systems and processes. • Previous experience using Help Desk software such as Remedy or Tivoli.