What are the responsibilities and job description for the ITSM Analyst position at Baanyan Software Services, Inc.?
Job Details
< data-start="116" data-end="149">General IT Experience:
- 3 years of experience in ITIL-based process design, development, maintenance, and improvement.
- 2 years of hands-on experience in ITIL-based processes such as:
- Service Level Management
- Asset Management
- Release Management
- Change Enablement
- Measurement and Reporting
- Request Management
- Configuration Management
- Incident Management
- Problem Management
ITIL Process Design & Execution:
- Contribute to the development, maintenance, and enhancement of ITIL processes.
- Execute core ITIL processes, including running CAB (Change Advisory Board) meetings, leading Root Cause Analysis (RCA) for problem management, and managing configuration item (CI) governance.
ServiceNow & CMDB Administration:
- Maintain and continuously improve the Configuration Management Database (CMDB) and the Service Catalog within ServiceNow.
- Ensure the accuracy and effectiveness of information stored in ServiceNow by collaborating with service owners, service desks, and support teams.
- Develop best practices for integrating CMDB with ITSM processes such as incident, problem, change, and asset management.
Process Improvement & Stakeholder Collaboration:
- Partner with service owners and key stakeholders to maintain data integrity in ServiceNow.
- Perform gap analyses to identify process improvement opportunities.
- Develop and implement best practices, tools, and metrics for ITSM process optimization.
- Provide data-driven insights and metrics to support decision-making and continuous process improvements.
Technical Leadership & Project Management:
- Act as the primary point of contact for medium-scale automation, application administration, and system administration projects.
- Support IT teams in maintaining CMDB and expanding the Service Catalog.
- Work with ITSM process teams to propose improvements in processes, tools, and reporting.
ITIL Certification:
- ITIL v3 or v4 Foundation Certification (or willingness to obtain within 6 months of start date).
Technical & Process Expertise:
- Strong background in IT systems and technology processes.
- Knowledge of IT software, hardware, and licensing agreements.
- Experience implementing and managing service catalogs and CMDBs.
- Understanding of how Configuration Management interacts with other ITIL processes.
Communication & Documentation:
- Proven ability to collaborate with leadership at all levels.
- Experience using data and metrics for process improvement and decision-making.
- Ability to develop high-quality written materials, including policies, procedures, work instructions, presentations, and reports.
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