ITSM Systems Analyst
General Summary & Scope
• Resolve ITSM support issues and enhance user experience.
• Provide recommendations for optimizing system functionality.
• Lead process improvement initiatives within ITSM operations.
• Maintain detailed system documentation and logs.
• Develop custom dashboards and analyze data related to service levels.
• Collaborate with stakeholders to identify automation opportunities.
• Track SLAs, OLAs, and KPIs for ITSM performance.
• Implement ITIL best practices in service management.
• Create and update user guides and training materials.
• Produce analytical reports and collaborate with cross-functional teams.
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