What are the responsibilities and job description for the Service Management Analyst or Senior Service Management Analyst - Technology Services position at illinois?
Duties & Responsibilities
Service Management
• Support the development and maintenance of IT Service Management (ITSM) frameworks, guidelines, and best practices to improve service delivery and operations.
• Assist in the configuration, administration, and optimization of ITSM tools to support processes such as service requests, change management, and incident tracking.
• Help maintain the Enterprise IT Service Catalog, ensuring service data accuracy, ownership, and alignment with IT offerings.
Reporting & Compliance
• Assist in defining and tracking key performance indicators (KPIs) related to IT service performance, efficiency, and process adherence.
• Develop reports and dashboards to monitor service quality, operational effectiveness, and compliance with ITSM processes.
• Support ongoing continuous improvement initiatives by analyzing data and identifying areas for process optimization.
Consulting & Training
• Provide basic consulting and guidance on ITSM best practices, ensuring alignment with IT operations and service delivery needs.
• Assist in the development and delivery of training programs focused on ITSM principles, ticketing system usage (e.g., TDX), and service management workflows.
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