Sr. ITSM Analyst

at Wex Inc in Chicago, Illinois, United States

Job Description

About the Team & Role
The Sr. ITSM Analyst assumes a crucial role in overseeing and optimizing the delivery of IT services within the TechOps organization. This entails responsibility for training and facilitating ITSM processes, collaborating with diverse teams to ensure the alignment of IT services with business objectives. The position involves providing metrics and dashboards to Senior Management and the Technical Operations organization, encompassing tasks associated with the execution of incident management, problem management, root cause analysis, and business impact analysis work.

How you'll make an impact
Overseeing IT Service Management (ITSM) Processes:

Take a lead role in implementing, managing, and continuously improving ITSM processes.

Ensure adherence to ITIL best practices and alignment with organizational goals.
Training and Facilitating ITSM Processes:

Develop and deliver training programs to cross-functional teams on ITSM processes, policies, and procedures.

Provide ongoing support and guidance to ensure effective implementation and compliance.

Take ownership of developing and implementing process improvement initiatives across organizations.

Contribute to the design of new processes, data modeling and reports, policies, and procedures.

Grow ITSM best practices across all functions and levels of the organization by training, coaching, and providing guidance to internal teams.

Train support teams to regularly review lower priority incidents across the service base to avoid any emerging higher priority issues and root cause fixes.
Incident Management:

Be the authoritative source of incidents, including status, root cause, and resolution.

Collaborate with divisions to define and maintain distribution lists to customize incident communications to stakeholders that are affected.

Work with alerting & monitoring teams to proactively avoid high priority incidents.

Identifying changes in the support processes and change the Incident Management process accordingly.

Run major incident review sessions after service restoration to ensure avoidance of repeat incidents.

Develop and manage an Incident and Problem Management dashboard to report on metrics and KPIs.
Problem Management and Root Cause Analysis (RCA):

Lead and manage the Problem Management process, including conducting Root Cause Analyses (RCAs) to identify and address the underlying causes of recurring issues and mitigate their potential impact.

Ensure post-mortem of incidents.

Implement corrective actions to prevent problem recurrence.

Develop, maintain, and provide metrics and dashboards related to ITSM processes for the TechOps organization.

Report on key performance indicators (KPIs) to Senior Management.

Create and maintain a Known Error database.

Provide insights based on historical data that helps IT teams solve chronic issues that impede operations.

Help to establish a stable performance environment by monitoring and analyzing problems.
Continuous Improvement:

Drive a culture of continuous improvement by analyzing data, identifying trends, and recommending enhancements to ITSM processes.
Communication and Reporting:

Effectively communicate ITSM-related information to both technical and non-technical stakeholders.

Prepare and deliver regular reports on ITSM performance and initiatives to Senior Management.
Documentation and Compliance:

Maintain comprehensive documentation for ITSM processes, ensuring that documentation is up-to-date and accessible.

Other duties as assigned.

Experience you'll bring

7+ years of hands-on ITSM experience.

BA/BS in Computer Science, Information Technology, or related field required; Master's Degree/MBA preferred or relevant work experience

ITIL Foundation Certification, preferably ITIL v3, specifically Change, Incident, and Problem Management.

Proven experience in coordinating and optimizing ITSM processes.

4+ years hands-on data analytics experience with one or more of the following tools: Tableau (or similar visualization tool), Jira Service Management (or similar ITSM tool).

Experience leading Problem Management processes and conducting Root Cause Analyses (RCAs).

Strong analytical skills to identify and address underlying causes of recurring issues.

Proficiency in developing and presenting metrics, dashboards, and reports related to ITSM performance.

Ability to effectively communicate across all organizational levels to include executives, managers, peers, and customers.

Experience in developing and delivering training programs on ITSM processes.

Knowledge of compliance requirements related to ITSM processes.

Attention to detail and the ability to communicate the right level of detail to the right audience.

Outstanding verbal, written and interpersonal communication skills.... For full info follow application link.

Equal Opportunity Employer/Vets/Disability