ITSM Analyst

ITSM Analyst

MUST be local to New York City, Hybrid Schedule, at least 3 days onsite

Salary Range : $110k to $150k

No Sponsorship Available

Support governance and execution of ITSM processes including Incident, Problem, Change, and Release Management. You will manage the Change Management process, and review change submissions for compliance and lead CAB meetings. You will also oversee Major Incident response for critical issues, ensuring effective communication, escalation, and resolution. Additionally, you will collaborate with technology teams to resolve incidents, address root causes, and prevent future problems.

You will educate technology teams on proper Incident handling procedures and will provide governance of technology teams to ensure that process measurement metrics are within acceptable thresholds and provide remediation options for those that fall out of thresholds.

You will support the governance of the Release Management process and assist technology teams in planning to ensure all Release Management gates are met prior to deployment.

Key Responsibilities :

• Proven experience with ITSM processes.
• Strong understanding of ITIL processes and best practices.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.
• Strong analytical and problem-solving skills.
• Detail-oriented with a focus on accuracy and quality.
• Experience with ServiceNow Platform.
• Communication of incidents to business system users in a clear and meaningful way.
• Co-ordination between multiple teams from IT infrastructure to application management and engineering for effective resolution.
• Train support teams to regularly review lower priority incidents across the service base to avoid any emerging higher priority issues and root cause fixes.

Key Skills & Experience

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