Accoya® North America · 3 months ago
ITSM/ITOM ANALYST - HYBRID
US-PA-Pittsburgh
Full-time, Contract
Hybrid
Senior Level
5+ years expAccoya® North America is seeking an ITSM/ITOM Analyst to join their team. The role involves supporting the Enterprise Operations team in managing incidents and maintaining the Configuration Management Database (CMDB), as well as developing ITSM/ITOM best practices.
Building Materials
No H1B
Responsibilities
Aid in the development and rollout of ITSM/ITOM best practices
Support the Incident Manager to manage incidents across Operation and minimize business disruption
Coordinate across technical teams, vendors, and stakeholders and establish effective communication
Conduct post-incident reviews and root cause analysis
Identify patterns and propose improvements to reduce incident frequency
Enhance automation and monitoring to bring more reliability
Measure and improve customer satisfaction related to operational incidents
Assist in the development of processes and reporting to maintain accurate and up-to-date Configuration Management Database (CMDB)
Build a project plan to establish and rollout end-to-end service mapping to visualize infrastructure dependencies
Work with CMDB manager to develop the mapping and supporting processes; for rollout and ongoing maintenance
Work with both the technical team and stakeholders to build a project plan for rollout of service mapping
Work with the stakeholders to demo the service mapping feature and benefit
Lead the implementation of service mapping incrementally across critical applications/platform
Leverage CMDB and Service Maps to enhance incident management and improve Client security posture
Develop reporting of the use and impact of Service Mapping within the organization
Qualification
Required
ITSM/ITOM knowledge - 5+ years
Project coordination/Project manage skills (small projects of multiple weeks to a month) - 5+ years
Functional knowledge of ITSM Incident Management module and CMDB service mapping (be able to explain how it works)
Experience performing post incident reviews and root cause analysis for service operation incident management
Company
Accoya® North America
Accoya® wood is produced from sustainably sourced, fast growing wood and manufactured using Accsys’ proprietary patented modification process from surface to core.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase