IT Service Management Analyst

**Summary of Role**

The ITSM Analyst shall work closely with the Service Delivery Manager and Operation Team to provide operational support for Incident, Problem and Change Management process by administering and coordinating resolution activities across all Service Delivery Operation Team. The role will ensure a robust solving process is deployed to ensure IT services are delivered to meet customer expectations.

ITSM Analyst ensures that standardized methods and procedures (ITIL v3) are used for efficient and prompt handling of all incidents, problems and change requests in order to minimize the impact of operation risks upon service quality and consequently identifies opportunities to improve the day-to-day operations of the organization. This role also serves as the cross-functional coordinator of the Service Delivery Operation Team.

**Responsibilities**
- Oversee the day-to-day operation of the IT Service management process by administering and coordinating the activities of incident, problem and change management and record maintenance through to completion.
- Liaison with all necessary parties to coordinate Change process operations and maintain relationships.
- Thoroughly review normal change requests before the cut-off time, ensuring that the documents submitted by the requestor are sufficient and adhere to CAB standards.
- Deliver the necessary documents to the CAB Secretariat in accordance with the weekly CAB schedule for Normal Change.
- Assist in coordinating the resolution of issues involving internal support groups, vendors, suppliers, customers, and other stakeholders as required.
- Follow-up with Operation Team who conducts the Root Cause Analysis/Post Implementation Review sessions for high visibility incidents and unsuccessful changes.
- Highlight potential operation risks by identifying incident trends and escalate to Service Delivery Manager as necessary.
- Collaborate with other process owners to integrate Incident, Problem and Change Management process with other ITIL/ITSM processes.
- Assist with reviewing, revising and maintaining P&P and other documentation related to ITSM outcomes for the overall Service Delivery Operation team.
- Assist Service Delivery Operation Team in identifying and planning for process improvement projects.
- Responsible for the complete process adherence and handling of incidents, problems and change requests according to SLAs.
- Ensure that necessary reports (e.g. Major Incident Report, RCA Report, Post Implementation Review, etc.) are shared with Central Incident team & Operation team.
- Maintain 24/7 availability and be on standby to respond to major incidents and coordinate with operation team & central Incident Manager.
- Extract and analyse data to generate reports for Central Incident and Change team.

**Requirement / Qualification**
- Minimum five (5) years of direct work experience within IT Service Management, service desk, incident management, problem management, service request management, change management, or related field.
- Experience in a variety of IT and/or Service Management roles, such as Change/Incident or Problem Management experience.
- Working knowledge of Incident/Problem/Change Management frameworks such as ISO 20000 SMS or ITIL Best Practices.
- Familiarity with service management tools (i.e. Remedy, ServiceNOW) for workflow design and requirements.
- Possess excellent verbal and written communication skills; including the ability to speak clearly and concisely, convey complex or technical information in a manner that others can understand, as well as the ability to understand and interpret complex information from others.