Role Description:
The ITSM Analyst is responsible for improving the efficiency, effectiveness, and quality of services provided to customers, the business, and stakeholders. This role focuses on delivering valuable insights into service performance by leveraging ITSM tools, analytics, and structured reporting to drive continuous improvement and process maturity.
Responsibilities:
- Support the IT Service Management Lead in designing, documenting, maintaining, and improving core ITSM processes, including but not limited to: Incident Management, Request Fulfillment, Problem Management, Change Management, Release Management, Knowledge Management, Configuration Management, and Service Continuity.
- Utilize Jira and Confluence for ITSM workflow management, documentation, and reporting, including advanced dashboard creation, data extraction, and manipulation to support decision-making and trend analysis.
- Develop and maintain regular operational and strategic reporting such as MSRs (Monthly Service Reviews) and QSRs (Quarterly Service Reviews), providing actionable insights to clients and internal stakeholders.
- Collaborate with Service Managers to provide business intelligence and analytics support during service review meetings. Present data-driven recommendations that improve service delivery and process efficiency.
- Prepare and analyze monthly reports detailing service delivery metrics against SLAs and KPIs. Identify trends, anomalies, and opportunities for improvement.
- Monitor and analyze incident, problem, change, and request trends, using tools and dashboards to drive proactive service improvements and root cause identification.
- Contribute to tooling strategy and enhancements, including integration efforts and configuration improvements to optimize reporting and data insights.
- Facilitate and support CAB (Change Advisory Board) and Release Management meetings, ensuring robust change evaluation, rollback planning, risk analysis, and communication strategy.
- Continuously assess and improve the Service Level Management process by analyzing performance data and proposing optimization opportunities.
- Support ITSM initiatives by documenting and validating process requirements, user stories, and acceptance criteria in collaboration with process owners and key stakeholders.
Requirements:
- ITIL Foundation certification preferred (Intermediate or Expert level is an advantage)
- Experience with Jira Service Management and Confluence, particularly in reporting and workflow automation
- Proven skills in data analysis, BI dashboards, or reporting tools (e.g., Power BI, Tableau, or Excel)
- Strong experience in client-facing service reviews and stakeholder communication
- ITAM certification is an advantage
- Experience in continuous improvement, process optimization, and service performance analysist
