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IT Analyst - ITIL

Company Name:
Lewis Fowler
IT Process Analyst
The IT Process Analyst (Major Problem Management) will be focused on moving forward the Major Problem Management process and will assist in identifying new IT problems that are impacting customers through interaction with Major Incident Management as well as trend analysis. It will be the IT Process Analyst's responsibility to coordinate and drive problem teams to satisfactory workarounds and/or permanent solutions, analyzing data to assist in problem prioritization, and supporting the process to the rest of IT.
The Process Analyst role is responsible for executing and measuring ITIL/ITSM processes. The position will also be responsible for documentation of the Major Problem Management processes, procedures, and policies for the delivery of core IT Services to the Village. This position will focus on overseeing the development and tracking of relevant performance and capacity metrics in order to insure optimal operation of business and integration with process support teams.
Responsibilities:
Perform weekly Root Cause Analysis Reviews of Major Incidents
Perform weekly Platinum Level Problem Status calls with management
Perform monthly Major Problem Management Activity Reviews with Director Leadership
Coordinate problem sessions with other IT teammates to eliminate Major Problems within the IT environment
Support IT initiative to take work off the system (through elimination, automation, or move to self service)
Assist in updating and documenting key policies, processes, and procedures
Identify areas for improvement and integration in key processes
Compile and track Major Problem Management Process and Outcome KPIs
Provide ad hoc Major Problem Management metrics on an as needed basis
Conduct meetings to assimilate and collect needed data from other IT teams
Understand internal ITSS customer business model, major objectives, projects, challenges, current issues and industry trends
Assist internal IT customers with submitting projects for prioritization and funding
Build and maintain a close relationship with internal IT customers

Required Skills:
High school diploma, GED, associate's degree, related certifications, or relevant related experience
3-5 years of demonstrated IT experience
Basic data analysis and ITIL/ITSM skills preferred
Experience in areas such as Service Desk Management, and Analytics
EOE


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