What success looks like in this role:
A service management analyst is responsible for providing day to day support for Major Incident Management process and service operations. They play an important role in ensuring that major incidents are resolved quickly and effectively, minimizing disruption to business operations.
Provides capture support for Major Incident Management processes and engages with ESM Practice members and internal colleagues to coordinate service activities.
Gathering information about the incident
Assist with assessing the business impact
Documenting the root cause of the incident
Coordinating with resolver teams
Communicating with stakeholders throughout the resolution process
Collaborates with Service Management team members to provide clients with best-in-class support
Provides accurate information to clients and escalates complex issues through the standard escalation process
Contributes to the development and maintenance of MIM documentation
Participates in process-related meetings for engagements and steps in to facilitate the meeting in the absence of senior associates
Demonstrates willingness to learn new skills and implement them in job duties
Please not that this role requires work on weekends#LI-AS2
You will be successful in this role if you have:
Bachelor's Degree and a minimum of 2 years of relevant experience
Certifications
Preferred: ITIL v4 Foundation
Experience with ITIL and other service management methodologies
Ability to work independently and as part of a team
Strong communication skills in English
#LI-AS2
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