ITSM Analyst - Kforce Inc.
Miami, FL 33155
About the Job
- ITSM Analyst will develop and execute the IT Service Management roadmap with a goal of striking the optimal balance between the delivery of business value and flexibility
- Plans for implementation, updates, and optimizations of the process and related technologies
- Documents standard operating procedures to perform ITIL related processes (Incident, Problem, Change, etc.) in a repeatable and predictable manner
- Develop, implement, and oversee IS service process policies and procedures governing processes to ensure accuracy and completeness
- Performs continual assessments and optimization of IT service processes to ensure that they are meeting the ongoing and evolving requirements of IS and the business
- Assesses and delivers on process job aids and training needs for staff and stakeholders
- Collaborates with business leaders and business analysts to ensure that the system and/or process (configuration management system, change management process, etc.) is providing value to the organization
- Produce standard reports and dashboards to provide transparency on IT process maturity and conducts presentations on both a scheduled and ad-hoc basis
- Liaises with all necessary parties to coordinate process changes
- Monitors for compliance of defined process standards and policies
- Assists with review of change and optimization requests to ensure they are in alignment with ITIL best practices built into out of the box system functionality
- Collaborate with individuals performing changes and the change advisory board to evaluate the impact of changes on the environment based on the information within the configuration management system
Requirements:
- ITIL v4 practical experience and certification; TOGAF certification is a plus
- 5-7 years in an ITSM leadership role in a large-scale enterprise
- Practical experience of service management value points vs. academic structure
- Experience working in a variety of enterprise ITSM tools and utilizing strong analytical skills
- Strong leadership skills and people management experience
- Extensive knowledge of one or more of the following IT Management and Governance Processes, and familiarity with the others: Change management, Configuration management, IT Asset Management, Incident resolution and request fulfillment, Continual service management, Release, and Patch management
- Strong understanding and ability to apply IT (Information Technology) Service Management (ITSM) processes and/or IT Infrastructure Library (ITIL) framework
- Creative and strategic thinking - and the agility necessary to master both the daily hands-on analysis and the big picture strategy
- Self-starter who sets aggressive goals and is driven to succeed both personally and professionally; Focused on productivity; Deeply committed to quality and integrity
- Adapt and work effectively with a variety of situations and groups
- Manages work well, establishes timelines and clear priorities
- Proactive and takes initiative and ownership
- Excellent written and oral communication
- Exceptional interpersonal skills
- Ability to manage multiple concurrent projects and summarize status to senior executive level
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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