What are the responsibilities and job description for the Analyst IT Service Desk position at KPG99 INC?
Title: Analyst IT Service Desk
Duration: 12 months
Hybrid: Detroit area 3 days a week in office. (Local to MI)
Summary Statement
The Analyst IT Service Desk is responsible for overseeing and improving the IT service management processes to ensure they meet business needs and operate efficiently. This role will lead IT service management activities across Information Technology. Responsible for service management process implementation, service management metrics and reporting, and improvements to our IT Service Management tool.
Essential Tasks/Major Duties
- Oversee and manage IT service management processes, including incident, problem, change, and release management.
- Extend IT service management (ITSM) capabilities into various business functions with a strong focus on automation, integration, and AI.
- Collaborate and communicate with IT and business partners on business requirements and needs.
- Utilize and empower IT partners for the continuous improvement of ITSM tools.
- Responsible for participating and assisting with system monitoring, development, scripting, support, troubleshooting, root cause analysis, and installation of new releases and updates for infrastructure and operations.
- Conduct periodic assessments and reviews of the entire Service Level Management (SLM) process.
- Mentor and provide guidance to team members.
- Lead project planning and execution for infrastructure projects.
- Develop and maintain operational reports and dashboards for accomplishments, SLA reporting, incident, problem and change reporting.
- Measure performance of ITIL based processes and make recommendations for improvements utilizing data analytics.
- Develop the automation for the collection and reporting of operational data, service levels, and KPI's.
- Act as customer liaison and advocate for internal and/or external IT consumers.
- Ensure compliance with IT policies and procedures
Knowledge, Skills & Abilities
- 5 years information technology service management.
- Previous success managing IT Service Management tools (e.g., Freshservice, ServiceNow, BMC Remedy).
- Extensive experience with automation, integration, AI, and coding to support IT service management tools
- Strong data analytics experience for providing deep dive-data driven decisions.
- Ability to mentor team members.
- Demonstrated ability to successfully manage projects from conceptual phase through implementation and testing.
- Ability to create and maintain policies, standards, and procedures in support of IT service tools.
- Demonstrated ability to work independently with minimal guidance.
- Excellent organizational skills, including ability to multi-task and prioritize workload.
- ITIL Foundations certification.
- Azure Fundamentals, AWS, or other cloud certification.
- Achieve Freshworks certification within 1 year of start date
