Service Management Analyst

As a Service Management Analyst, your primary responsibility will be using your knowledge of business analysis best practices, IT Service Management and the ITIL Framework, and technology along with your understanding of business concepts, objectives and process to support the Service Management Team by:

Providing business analysis expertise and operational support for the all ITSM processes within the Asia Service Management Team – Mainly focusing on Knowledge Management and Incident Management. In addition would be the other processes such as Service Catalogue, Request Fulfillment, Service Level Management, Event Management, Capacity Management, Availability Management and Continual Service Improvement
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Applying broad based technical and practical process knowledge in support of all the processes
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Plan, manage and deliver business analysis for Continual Service Improvement process activities to support the Service Management Process Owners

Working with various Process Managers or Owners under the Service Management programme by assisting with process reviews and associated documentation and training activities

Contributing to the development and support of an IT Service Management reporting service which involves analyzing requirements and developing effective solutions
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Interact with the local teams in Asia and the SME team to provide improved commutations and alignment of local process implementation and execution

This role is a part of the IT Service Management team using the ITIL v3 2011 framework to implement IT Service Management as part of the ES strategic decision to deliver a consistent set of integrated IT service management processes. The focus of this role will be on Asia, as liaison between local ITSM execution teams, and NA governance teams and ITSM process owners.

Experience / Skill Requirements
· 5-10 years of relevant IT experience · ITIL V3 Foundation Services Certification
· Process improvement and documentation experience
· Consulting: gather information by applying approaches or styles applicable to the situation
· Analysis: ability to break down high level requirements into more detail by questioning and probing for clarification
· Working knowledge of the ITIL Service Management processes
· Strong management, problem solving, communication, interpersonal, and organizational skills