Selective is hiring a Sr. Service Management Analyst to participate in the design of and lead ITIL service management activities across Information Technology Services. Responsible for creation and design of IT Service Management processes metrics and reporting, and improvements to our IT Service Management platform and processes. Responsible for design and execution of both day-to-day operational service management activities, as well as the design of on-going improvements to our Service Management processes. Positively impacts production services by managing and continuously improving change, incident, problem, capacity and performance management processes and tools, and helping to drive the adoption, utilization and proficiency of use with end users. Works with a diverse community of stakeholders, demonstrates superior customer-facing skills, acts as a mentor and partner in guiding end-users with the goal of ultimately ensuring faster ITSM adoption and the ability to adapt best-practices for use and adoption within enterprise. All job duties and responsibilities must be carried out in compliance with applicable legal and regulatory requirements.
Responsible for the creation, design, operation and effectiveness of the Service Management processes; , and others as applicable.
Designs and monitors the effectiveness of the investigation and analysis of Incidents to determine root cause and enhance future response, also to provide Problem resolution.
Designs and monitors the effectiveness of the tracking of Service Management practices and procedures through their lifecycle in the company’s ITSM tool.
Designs, monitors the effectiveness of and participates in the creation and publishing of Service management reports and KPI’s.
Monitor the quality and effectiveness of the Service Management process and promote improvements.
Responsible for the creation and improvement of Service Management policy and procedures.
Provide ITIL guidance, education, and inspiration to the Infrastructure and Operations Service Management team, act as a mentor to lower level service management team members.
Provide guidance and education where necessary to ensure all IT teams are following the Service Management process.
Organize, prepare, and chair any required meetings related to Service Management.
Other related duties as assigned.
Selective is an Equal Employment Opportunity employer. Selective maintains a drug-free workplace.