What success looks like in this role:

Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and customer account management on a 24x7 basis. Responsibilities include the management and oversight of service delivery processes, which may include incident management, Major Incident Management, problem management, request management, change management and service level management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic (Global Account Management Strategies).

Key Responsibilities/Outcomes

The Service Management Analyst role will focus on Service Level Management, Change Management and Major Incident Management.

Performs routine service management duties, including:

Monitoring Changes for completeness for internal support,

Performing post implementation reviews,

Reviewing and documenting RCA details for Internal support and

Performing Standard Change catalogue, problem trending, and Service Request catalogue analysis.

Facilitates process related meetings such as Daily Operations, Change Advisory Board, Problem Review Board, etc. for Regular Clients and Strategic Partners.

Maintains high standards in written and spoken communication and during formal presentations.

Generates and reports on progress against continuous service improvement initiatives.

Identifies potential process improvements and makes appropriate recommendations, including if any project initiatives are required to address these.

Interfaces with internal resources, clients and/or third-party vendors to manage ESM processes daily.

Takes appropriate actions to correct in-scope processes (Service Levels, XLA and/or operational levels) and compliance issues for Regular Clients and Strategic Partners.

You will be successful in this role if you have:

Key Qualifications
• Bachelor’s Degree and a minimum of 2 years of relevant experience or equivalent combination of education and work experience.
• Basic understanding of ITIL V3 processes and principals.
• Good verbal and written communication skills.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’  EEO commitment here.