29 days old

IT Service Management Analyst

Kelly Services
Memphis, TN 38111
Kelly Services is seeking an **IT Service Management Analyst** for one of our leading clients.

*** If this position may be interested to you, please email me back at (with your most up to date resume in word format) and advise the best time and number at which you can be reached ****

**Job Title:** IT Service Management Analyst

**Location:** Remote OR Memphis, TN

**Type:** ONLY on W2 contract (NO C2C)

**Length:** 12 months

**Pay Rate ** $45 per hour

**Job Description**

+ Bachelors degree required

+ ITIL Foundation certification Qualifications & experience;

+ 3-5 years work experience in Service Delivery, managing ITIL processes or managing third party suppliers.

+ Minimum 1-3 years experience with managing ISO processes.

+ Excellent written and oral communication skills

+ Delivers resultsa driven individual who sets high goals for personal achievement and organizational success.

+ Minimum 1-3 years experience in data analysis and PowerBi management experience (required)

+ Bigdata analytics, phyton, Azure analytics services or analytics technology (as a plus)

+ Minimum 1-3 years experience in ServiceNow IT Service Management, report management and case management flows Physical & mental requirements:

+ Must be able to work as an individual contributor

+ Must be able to lead in a Matrix environment

+ Must be result oriented and a driver

+ Must be able to communicate effectively to multiple stake holders at levels as well as to suppliers

+ Must have excellent written and oral communication skills to negotiate contracts and manage difficult situations

+ Must be able to draw conclusions from differing inputs

+ Approachability, Composure, and Interpersonal Savvy are required. The candidate must be approachable and relate well to a variety of personalities and levels within the organization. Must be able to build appropriate rapport; build constructive and effective relationships; use diplomacy and tact to drive adherence to established procedure; remain cool under pressure and/or when dealing with stressful situations.

**Additional details**

+ The IT Service Management Analyst is responsible for analyzing and facilitating the management of IT Service Management (ITIL) processes and providing assurance that IT complying to defined procedures. This resource will work across IT Service Delivery Managers and third-party Suppliers to ensure teams are appropriately trained and are following defined procedures to ensure ISO compliance. Will analyze and correct deviations to IT services KPI.

+ Responsible for analyzing metrics used for managing ITIL processes for Incident, Request, Problem and Service levels Management processes according to ISO and ITIL guidelines.

+ Supports IT operational reviews to ensure the IT community has full transparency to performance of IT services.

+ Monitors, measures and analyzes process metrics to ensure teams are compliant and highlights opportunities to improve service health.

+ Uses metrics and information to facilitate and maintains relationships between internal resources, suppliers, and IT stakeholders to ensure they manage their services end to end.

+ Maintains and improves service KPIs and SLAs and monitors service delivery against the targets.

+ Captures and tracks service issues in a consistent/structured way, encouraging issue resolution at the lowest levels of the organization, and escalation following a pre-defined path.

+ Supports weekly Problem Management Root Cause Analysis calls to ensure teams are correctly analyzing issues using the 5 Whys methodology to ensure quality RCAs which lead to successful resolution of problems.

Soma Patanaik

IT Recruiter



Phone no- (425) 866-6202

**Why Kelly** **** **?**

By partnering with Kelly Technology, youll have direct connections to top companies around the globegiving you the chance to put your tech skills to work on some of todays most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. Were here to help you gain experience, keep learning, and move your career forward.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
Posted: 2021-09-24 Expires: 2021-10-25

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IT Service Management Analyst

Kelly Services
Memphis, TN 38111

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