Description:
The Team: The Service team’s goal is to deliver secure, scalable, resilient, and innovative DTS (Digital Technology Services) services/solutions that enable seamless experiences for our end users and customers to drive S&P Global to Power the Market of Future. Comprising of the Service Delivery Management, ITSM and AI/Ops, this team aims at delivering operational experience via agreed SLAs (Service Level Agreements) and OLAs working to deliver a seamless Digital Experience across our stakeholder groups from our developers to our end-users.
Responsibilities and Impact: The ITSM Analyst plays a critical role in maximizing the performance of IT services. By focusing on quality, efficiency, user experience, and continuous improvement, they directly contribute to the overall success and agility of an organization
Incident Management
- Supporting MIM (Major Incident Management) on Major incident management calls, driving technical teams across multiple disciplines, technologies, and business to rapidly resolve issues
- Compose articulate and technically accurate updates for the incident to be able to accurately represent the business impact.
- Understand and report key metrics to business lines to allow them to identify gaps and where they need to invest to reduce failures.
- Performs Quality assessment for overall incident lifecycle.
Change Management
- Conduct post-implementation reviews and identify areas for improvement in the change management process.
- Maintain accurate and up-to-date documentation of change management processes and procedures.
- Provide regular training and guidance to the stakeholders on change management best practices.
- Continuously monitor and report on key change management metrics, identifying areas for improvement.
- Manage and oversee the change management process, from participating in the Change advisory board and liaising with the implementation teams.
- Performs Quality assessment for overall Change lifecycle.
Problem Management
- Establish and maintain a robust problem management governance framework, including policies, processes, and procedures.
- Oversee the investigation and analysis of complex IT (Information Technology) problems, identifying root causes and implementing sustainable solutions.
- Continuously monitor and report on problem management performance, identifying areas for improvement and driving continuous service improvement initiatives.
- Provide training and guidance to Stakeholders on problem management best practices.
- Foster a culture of continuous learning and knowledge sharing within the problem management team.
- Performs Quality assessment for overall Problem lifecycle.
What We’re Looking For
Basic Required Qualifications: The ideal candidate shall possess a strong educational background in information technology, computer science, or a related field, along with a good understanding of IT service management solutions.
- Bachelor's or master's degree in education.
- ITIL V4 certification would be an advantage.
- Minimum of 5 years of experience in IT Service Management.
- Strong understanding of IT service management principles and best practices.
- Experience with incident, problem and change management processes.
- Solid grasp of IT infrastructure components, including servers, networks, and storage.
- Experience with IT service management tools and technologies (ServiceNow, PagerDuty etc.).
- Strong listening, verbal, and written communication skills with a mastery of the English language.