Description du poste We are seeking a highly skilled and detail-oriented IT Service Management Analyst to join our dynamic team. As an IT Service Management Analyst, you will play a crucial role in maintaining and improving our IT service delivery processes. The ideal candidate should be proficient in IT Service Management (ITSM) tools such as ServiceNow and HP Service Manager, with a keen understanding of Service Level Management (SLM) processes.
ITSM Tool Administration:
- Proficiently administer and manage ITSM tools such as ServiceNow and HP Service Manager.
- Ensure the effective utilization and configuration of ITSM tools to support service delivery processes.
Service Level Management (SLM):
- Conduct periodic assessments and reviews of the entire Service Level Management process.
- Monitor and enforce adherence to service level agreements (SLAs) and key performance indicators (KPIs).
Record Management:
- Ensure accuracy and completeness of request, incident, problem, and change records from creation to closure.
- Implement measures to improve data accuracy and integrity within IT service management processes.
Operational Workflows and Documentation:
- Assist in creating and maintaining IT operational workflows, knowledge documents, reports, portal content, and communications to both IT and business customers.
- Continuously improve documentation to enhance the efficiency of IT service delivery.
Major Incident Management:
- Facilitate major incident conference bridges, accurately identifying and logging attendees, timelines, and troubleshooting steps taken.
- Contribute to post-incident reviews and implement corrective actions to prevent recurrence.
- Change Management:
- Coordinate planned change windows, ensuring proper communication and documentation.
- Log and analyze the results of change implementation, providing insights for continuous improvement.
Additional Benefits:
- Manage and communicate additional benefits packages, including generous annual leave, insurance cover, and other perks.
- Contribute to the overall employee experience by promoting a positive work environment.
Global Operation:
- Seize the opportunity to join a global operation ranked as the number one industry leader in their field.
- Collaborate with international teams and contribute to the success of a diverse and innovative organization.
Work Environment:
- Be based in modern offices equipped with state-of-the-art facilities, fostering a conducive and collaborative work environment.
- If you are a dedicated IT professional with a passion for service excellence and process improvement, we invite you to apply and become a key contributor to our success.
Technical Skills:
- Engineering Degree Bac+5 or equivalent
- Min 3 Years' Experience with ITSM Process.
- Min 3 Years' Experience with Business Application technologies
- ITIL V4 is a Plus
Whom we are looking for:
- Self-starter who will take new initiatives and improve existing business processes.
- 3+ years of experience with at least 1 years of hands-on experience as ITSM analyst.
- Ability to lead, motivate and influence teams particularly in complex and challenging environments.
- Understanding of data flows in upstream and downstream systems.
- Experience of working in Scrum & Agile environments.
- High level of ITIL knowledge, at least having ITIL V3/4 Foundation.
- Ability to plan and execute deployment activities at the team level.
- Understanding of Operational Service SLAs, Service Catalogues, Service metrics and monitoring.
- Comprehensive understanding of ServiceNow or any ITIL based service call logging system.
- Must have strong interpersonal skills, proficiency in the English language, excellent written and verbal communication skills required.
Détails du poste Lieu de travail Maroc Domaine de la société Autres Services de Soutien aux Entreprises Type de société Non spécifié Type demploi Non spécifié Salaire mensuel Non spécifié Nombre de postes à pourvoir Non spécifié