Analyst Programmer
Summary
Lead high-priority incident management on a follow-the-sun basis, drive change and problem management processes, and report on service quality metrics. Core stack: ServiceNow, PowerBI, Excel, PowerPoint, operating within ITIL V4 and COBIT frameworks.
- Provide a point of escalation and leadership for high-priority incidents follow-the-sun.
- Facilitate efficient Incident Management process and ensuring timely and formal communication with customers and internal partners for high-priority incidents.
- Define, report and track service quality metrics.
- Ensure a seamless transition to Problem Management while maintaining comprehensive oversight.
- Analyse performance metrics to prepare and present service performance reports
- Instigate and drive service improvement initiatives.
- Ensure effective operation of the Change Management process including risk assessment, approval and sign off.
- Ensure efficient use of Change Management tools in line with global processes.
- Collaborate with relevant teams to keep SLA/SLO accuracy.
- Ensure process alignment with the ITIL and COBIT frameworks.
- Collaborate and contribute with the overall success of all ITSM-related functions (Incident, Problem and Change Management, Service Governance, Service Continuity and the Technical Operations Centre)
Qualifications:
- 5+ years’ experience in an IT or technology support role. With 3+ years of Service Management experience.
- ITIL V4 and COBIT framework adherence proven track record.
- Solid experience collaborating with Incident Management to write and socialize executive-level Incident Reports.
- Solid interpersonal skills and comfortable interacting with partners at both infrastructure and application levels. Must be willing to step up and drive major incidents involving production environments with a strong sense of urgency.
- Excellent communication skills. Exceptional verbal, written and listening skills are essential to exert influence within the organization and with partners and supplier. A specific skill is the ability to summarize and communicate complex technical issues concisely to senior internal partners and customers
- Good report building and presentation skills (PowerBI, PowerPoint, Excel, ServiceNow)
- Good in Resource Planning, Forecasting and Continuous Improvement (Solid grasp of Project Management tooling. Gantt, Kanban, Agile Framework (scrum), Kaizen, et cetera)