Laveer Engineering · 2 hours ago
IT Service Management Analyst
Rock Hill, SC
Full-time
Hybrid
Mid Level
$76K/yr - $96K/yr
4+ years expWestinghouse Electric Co is an innovative company focused on providing clean energy solutions. They are seeking an IT Service Management Analyst to oversee IT Service Management processes, drive process improvements, and support organizational changes within both business and IT units.
Industrial EngineeringMechanical EngineeringService Industry
Responsibilities
Lead Incident, Problem, Change, Request, and Knowledge Management-related meetings, daily tasks, and other related projects
Help mature IT Service Management processes by introducing new capabilities and implementing process improvements for both business and IT units
Help develop concepts for process optimization, with identification of process gaps and improvements to support IT Service Management processes
Support the IT Service Management Team Lead with the ownership for selected processes
Coordinate the implementation and governance of IT Service Management processes and ensure adherence (e.g., by performing internal process checks)
Initiate and guide implementation of IT Service Management tools in collaboration with application and operation teams, including all IT resolver groups
Help create process documentation and training material, supported by appropriate deployment plans, training and support activities
Maintain relationships with internal customers to understand needs and ensure Information Technology Infrastructure Library (ITIL) processes meet the needs and expectations of the organization
Evaluate, baseline, document, and recommend improvements to IT Service Management processes
Facilitate the Incident Management processes, including Major Incidents and conducting Incident responses
Help guide process automation to reduce manual processes; implement and advocate for proactive and predictive techniques to prevent issues, reduce Incident recurrence, and reduce downtime from Incidents
Help with the development of processes, policies, procedures, work instructions, and templates to support IT Service Management process execution
Support the IT Service Management Team Lead with the configuration and implementation of solutions that support those processes
Ensure compliance with IT Service Management process-specific standards
Assist the IT Service Management Team Lead with the analysis, evaluation, and assessment of process performance measurements
Apply reengineering methodologies, industry-standard and best-practice principles to design and implement process modernization and improvements
Guide and facilitate the Knowledge Management process area with influence on documentation management for Knowledge Base articles, policies and procedure
Qualification
Required
Associate degree and 4 years equivalent work experience. Will accept 6 years' work experience in lieu of a degree
Information Technology Infrastructure Library (ITIL) Foundation Certification is Required (v3 or v4)
Ability to lift equipment up to 50 pounds. (ie..monitors, desktops and other IT equipment)
Experience with Incident, Problem, Change, Request, and Knowledge Management processes
Experience with the implementation of IT Service Management frameworks
Experience working directly with IT and end-users
Experience working with IT Service Management processes in a regulated environment (Sarbanes-Oxley)
Customer and end-user experience and focus
Knowledge of ServiceNow
Experience working with the Service Desk, infrastructure, and application support teams for IT Service Management-related tasks, and to identify opportunities to improve L1/L2 experience
Experience working with the optimization and improvement of Service level agreements and other qualitative metrics
Desire to improve in all areas and facets; metrics mindset; ability to help identify crucial goals for us and service-based measurements
Experience setting priorities for a small team with a common goal and concurrently working on multiple tasks with deadlines
Benefits
Comprehensive Medical benefits which could include medical, dental, vision, prescription coverage and Health Savings Account (HSA) with employer contributions options
Wellness Programs designed to support employees in maintaining their health and well-being including Employee Assistance Program providing support for our employees and their household members
401(k) with Company Match Contributions to support employees' retirement
Paid Vacations and Company Holidays
Opportunities for Flexible Work Arrangements to promote work-life balance
Educational Reimbursement and Comprehensive Career Programs to help employees grow in their careers
Global Recognition and Service Programs to celebrate employee accomplishments and service
Employee Referral Program
Company
Laveer Engineering
Laveer Engineering provides custom and off the shelf equipment solutions to industry.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
unknown2021-06-01Acquired
Company data provided by crunchbase