Information Technology Service Management Analyst

We are searching for a/an Anlalyst/Senior Analyst.

You will be part of the IT Service Management team providing support for ITSM in assessment and documentation of current ITSM processes in Scoot's current state and the future state using a phased approach of ITSM.

You will work closely with ITSM Management, Product Owners, Infrastructure Services, and Business Units to deliver ITSM best practices.

**Key Responsibilities**
- Manage and develop Scoot’s IT Service management platform. Drive strategic development and enhance its usability and integration with other tools and process to maximize value
- Utilizing ITIL Service Design and Service Transition Process, organize business and operational data into technical options; develop business concepts of operations documents, use cases and presentation materials, which include a summary of the user specifications, timelines, ROI analysis and defined critical success factors
- Attend service design reviews to gain understanding of functionality in order to develop and execute testing and analysis tasks and responsibilities
- Work with team to create and review business requirements, for new Service functionality and/or customer requests from requirements/specifications on service support options
- Drive IT Operational Service Delivery and management activities, e.g. Incident, Problem, Change, Patch, Configuration and Asset management processes. This includes support of IT operational incidents after office hours
- Support management and drive collaboration of day-to-day operational activities across various towers and stakeholders from datacenter facilities, network and platforms
- Manage and drive the IT Service Provider’s performance for IT Operations and ensure Service Level Agreements have been fulfilled and improvement plans to be established
- Serve as the Point of Contact for IT initiatives’ performance, services and changes

**Requirements**:

- Diploma/Bachelor's Degree in Computer Science/IT related discipline
- IT Infrastructure Library (ITIL) Certification
- At least 5 years of relevant experience in IT Infrastructure Operations and IT Service Management
- Experienced in project management for IT Infrastructure initiatives, scripting, system admin capabilities, service automation and related technologies
- Must have in depth understanding of the technology and multi-practice disciplines associated with IT Service Management development projects, comprehension of technical components of business systems and knowledge of tools and vendors in the marketplace that provide key functionality to similar environments
- Experience in an IT Service Desk environment
- Experience working with stakeholders regarding information gathering and problem identification
- Strong analytical skills, attention to detail and consistent follow-through to assure problems are resolved and products meet established quality criteria standards
- Ability to demonstrate initiative for identifying problems, determining solutions, suggesting and implementing process and test improvements
- Working knowledge of actual development and Hands-on administration on ServiceNow Platform. Certification in ServiceNow ITSM CAS, CAD or CIS preferred
- Good to have knowledge in scripting on Json, Python or Javascript on Monitoring / Orchestration platforms, Splunk, ServiceNow or APM tool will be an added advantage, and knowledge on network, IT DevOps technologies, Linux, Wintel, VMware and Cloud technologies (AWS / Azure)
- Responsive to dynamic environment
- Effective & Excellent Skills in Communication (both written and spoken) as well as Vendor and People/Relationship Management
- User-Oriented with good appreciation of business operations
- Independent, Self-motivated and result driven