A.C.Coy Company · 2 days ago
ITSM Operations Analyst (Local Applicants ONLY)
Pittsburgh, PA
Contract
Hybrid
Senior Level
5+ years expA.C.Coy Company is seeking an ITSM/ITOM Analyst to join their team. The role focuses on supporting Service Operation Incident Management and Service Transition Configuration Management, with responsibilities including incident management, configuration management, and enhancing automation processes.
Information Technology & Services
No H1B
U.S. Citizen OnlyHiring Manager
Gregory Alioto
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
Bachelors degree
5+ years of IT experience
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 (must be able to explain how it works)
Experience performing post incident reviews and root cause analysis for service operation incident management
Company
A.C.Coy Company
The A.C.Coy Company is a national staffing and consulting firm.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase