ITSM Analyst

LGFCU & CIVIC'S CULTURE

Our organizations believe we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and wellbeing of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

ABOUT THE POSITION

The Information Technology Service Management (ITSM) Analyst will be responsible for analyzing and improving IT service management processes to ensure efficient and effective delivery of IT services. They monitor and report on IT service performance, identify areas for improvement, and implement solutions in line with ITIL best practices. The role involves managing incident, problem, and change management processes, conducting root cause analysis, and collaborating with various IT teams and stakeholders to ensure alignment with business objectives. Other responsibilities include Disaster Recovery (DR) coordination, and process analysis. Additionally, ITSM Analysts support the configuration and optimization of ITSM tools and technologies, ensuring accurate documentation and compliance with service level agreements (SLAs).

NORMAL DAY-TO-DAY WORK

1. Review and evaluate current ITSM processes to identify areas for improvement. Implement continuous improvement initiatives to enhance the efficiency and effectiveness of IT service delivery.

2. Administer the IT change management process, ensuring changes are assessed, approved, implemented, and reviewed in a controlled manner.

3. Assist with disaster recovery (DR) coordination, ensuring that technology systems and operations can quickly recover from unexpected disruption.

4. Administer the knowledge management strategy, ensuring that valuable information is effectively captured, organized, and shared.

5. Assist in the business process redesign and documentation as needed for new technology; Translate high level business requirements into functional specifications for the Technology organization and manage changes to such specifications.

6. Track key performance indicators (KPIs) and service level agreements (SLAs) to ensure IT services meet business requirements.

7. Manage and prioritize incidents to ensure timely resolution and minimize business impact.

8. Conduct root cause analysis for recurring issues and implement corrective actions to prevent future occurrences.

9. Coordinate and manage changes to IT services, ensuring minimal disruption and adherence to change management protocols.

10. Maintain and manage the configuration management database (CMDB) to ensure accurate and up-to-date information.

11. Handle and fulfill service requests, ensuring they are processed efficiently and effectively.

12. Develop and maintain comprehensive documentation for ITSM processes and procedures. Ensure ITSM processes comply with organizational policies, industry standards, and regulatory requirements.

13. Work closely with IT teams, stakeholders, and external vendors to ensure alignment with business objectives and requirements. Provide training and support to IT staff and end-users on ITSM processes and tools.

14. Configure and optimize ITSM tools and technologies to support IT service management processes. Ensure tools are configured to provide accurate reporting and metrics.

15. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

JOB QUALIFICATIONS

Here are a few skills you MUST have to be qualified for this position.

1. Minimum 4-6 years of proven experience in IT service management or a related IT role.

2. ITIL Foundation certification or obtained within 1-year of employment.

3. Proficiency in ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell).

4. Strong understanding of ITIL best practices and frameworks.

5. Ability to analyze data and metrics to identify trends, issues, and areas for improvement.

6. Strong problem-solving abilities to conduct root cause analysis and implement effective solutions.

7. Excellent verbal and written communication skills to interact with stakeholders at all levels.

8. Strong organizational skills to manage multiple tasks and priorities simultaneously.

9. Keen attention to detail to ensure accurate documentation and compliance with ITSM processes.

10. Basic understanding of project management principles.

Here are a few qualities we'd LIKE for you to have to make you more suited for this position.

1. Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.

2. Advanced ITIL certifications preferred.

3. Experience in managing small to medium-sized projects.

CONTACT US

If you have questions about this position description, please feel welcome to ask. You can reach our HR at:

LGFCU Human Resources

3600 Wake Forest Rd, Raleigh, NC 27609

careers@lgfcu.org

PI253382305