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8 days old

ITSM SERVICE ANALYST

Kelly Services
Columbia, SC 29240
**BH: 8571819**


**ITSM SERVICE ANALYST (PARTIAL REMOTE)**


Kelly Services is seeking an ITSM Service Analyst to support the operational delivery, and governance of ITSM processes and tools. You will work with IT Operations, Audit Control, Client Organization, business service owners, customers, and management to ensure that the services provided are properly documented, maintained and facilitated. You will support and participate in one or more of the Release, Change, Problem, or Incident management processes as appropriate to ensure all processes effectively meet business requirements for one of our top clients!


**Location:** Columbia,


**BH: 8571819**


**ITSM SERVICE ANALYST (PARTIAL REMOTE)**


Kelly Services is seeking an ITSM Service Analyst to support the operational delivery, and governance of ITSM processes and tools. You will work with IT Operations, Audit Control, Client Organization, business service owners, customers, and management to ensure that the services provided are properly documented, maintained and facilitated. You will support and participate in one or more of the Release, Change, Problem, or Incident management processes as appropriate to ensure all processes effectively meet business requirements for one of our top clients!


**Location:** Columbia, SC


**Length:** 1 year (with possible extensions)


**Work arrangements:** Partial REMOTE


**Responsibilities:**


Supports and participates in the coordination, monitoring, and improvement of existing and new IT processes such as Change, Release, Incident and Problem management, or any other ITIL discipline, including audit remediation.


Participates in one or more of the ITIL process responsibilities, such as generates and reviews existing change reporting for infrastructure hardware and software and distributes as appropriate to per SLAs; assists in the preparation/reviewing of weekly management process planning of infrastructure hardware and application software releases; assists in trend analysis and understand where there may be potential recurring incidents in the environment.


Escalates findings to Senior staff or team lead so that they can Initiate alerts to technical teams for engagement based on trending of process findings.


Assists in the facilitation of any findings and remediation activities with stakeholders and technical teams.


Assists SMEs in performing technology analysis and support their work to establish recommendations for improvement. Analyzes data for potential conflicts or outages, consulting with management and other stakeholders as required to prevent negative impact. Organizes, distributes, coordinates, and confirms process data received to ensure accuracy and support readiness. Initiates, monitors and follows up on reports and metrics.


Assists in data retrieval and research of data points to provide requested information.


Provides requested information within SLAs to requesters.


Assists in the documentation of requirements in service management procedures to ensure compliance and/or meet business needs.


Takes an active role on data quality and its review as it relates to data entered in the databases and shared with the organization.


**Skills:**


+ Familiarity with ITIL processes and integration for Problem, Release, Change and Incident Management.


Exceptional organizational and team coordination skills.


Ability to navigate the technology environment and work effectively with multiple groups.


Excellent interpersonal, written and verbal communication skills, including ability to communicate information to both technical and non-technical staff.


Ability to learn negotiation/persuasion skills. Being results oriented to ensure the efficient, timely flow of work. Strong research, analytical and problem solving skills.


Basic knowledge of IT systems and how they work to support an organization.


Working with others, understands and can support the compilation of schedules and metrics for team lead, senior staff and/or management review.


Working with others, can document and explain remediation actions to be taken, adjusting procedures and processes to accommodate going forward.


.


**Required Education:**


+ Minimum of a High School Diploma.


**Required Work Experience:**


+ Minimum of 5 years of related experience.


**Important information:**


+ **There is no per diem with this position**

+ **MUST be able to work without sponsorship or VISA transfer for this position.**


**Length:** 1 year (with possible extensions)


**Work arrangements:** Partial REMOTE


**Responsibilities:**


Supports and participates in the coordination, monitoring, and improvement of existing and new IT processes such as Change, Release, Incident and Problem management, or any other ITIL discipline, including audit remediation.


Participates in one or more of the ITIL process responsibilities, such as generates and reviews existing change reporting for infrastructure hardware and software and distributes as appropriate to per SLAs; assists in the preparation/reviewing of weekly management process planning of infrastructure hardware and application software releases; assists in trend analysis and understand where there may be potential recurring incidents in the environment.


Escalates findings to Senior staff or team lead so that they can Initiate alerts to technical teams for engagement based on trending of process findings.


Assists in the facilitation of any findings and remediation activities with stakeholders and technical teams.


Assists SMEs in performing technology analysis and support their work to establish recommendations for improvement. Analyzes data for potential conflicts or outages, consulting with management and other stakeholders as required to prevent negative impact. Organizes, distributes, coordinates, and confirms process data received to ensure accuracy and support readiness. Initiates, monitors and follows up on reports and metrics.


Assists in data retrieval and research of data points to provide requested information.


Provides requested information within SLAs to requesters.


Assists in the documentation of requirements in service management procedures to ensure compliance and/or meet business needs.


Takes an active role on data quality and its review as it relates to data entered in the databases and shared with the organization.


**Skills:**


+ Familiarity with ITIL processes and integration for Problem, Release, Change and Incident Management.


Exceptional organizational and team coordination skills.


Ability to navigate the technology environment and work effectively with multiple groups.


Excellent interpersonal, written and verbal communication skills, including ability to communicate information to both technical and non-technical staff.


Ability to learn negotiation/persuasion skills. Being results oriented to ensure the efficient, timely flow of work. Strong research, analytical and problem solving skills.


Basic knowledge of IT systems and how they work to support an organization.


Working with others, understands and can support the compilation of schedules and metrics for team lead, senior staff and/or management review.


Working with others, can document and explain remediation actions to be taken, adjusting procedures and processes to accommodate going forward.


**Required Education:** Minimum of a High School Diploma.


**Required Work Experience:** Minimum of 5 years of related experience.


**Important information:**


+ **There is no per diem with this position**

+ **MUST be able to work without sponsorship or VISA transfer for this position.**


**\#P2**


**You should know:** Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A Kelly recruiter will confirm and share more details with you during the interview process.


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


Looking to put your tech expertise to work on todays most intriguing, innovative, and high-visibility projects? By partnering with Kelly Technology, youll gain direct connections to top companies around the globe. Our team creates expert talent solutions to solve the worlds most critical challenges. In a world where change is the only constant, our extensive network of industry relationships and IT market expertise help you take your skills exactly where you want to go. Were here to help you gain experience, make an impact, and grow your tech career.


**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 Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kellys Human Resource Knowledge Center.
Kelly complies with the requirements of Californias state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.
Posted: 2022-09-21 Expires: 2022-10-22

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ITSM SERVICE ANALYST

Kelly Services
Columbia, SC 29240

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