Lead IT Service Management Analyst

Requirements

• Education Bachelor's in Computer Science or equivalent. MBA or PMP preferred.
• Four years of related experience can be used in lieu of a Bachelor's degree.
• Must have IT Asset Management experience with hardware and software
• Understands ITSM metrics and where to look for them.
• Understands ITSM key performance indicators and how to create them
• Assists in developing ITSM success factors
• Has demonstrated the ability to develop a consistent and routine reporting practice for ITIL metrics, with the results clearly showing trends that indicate achievement or breakdown of performance, and the written procedures to produce them
• Has SharePoint knowledge
• Has reporting experience, knows how to perform SQL queries, etc
• Excellent PowerPoint and Excel experience including ODBC connectors and pivot tables
• Effective presenter, can give polished presentations to Senior Management
• Has demonstrated communication and negotiation skills in order to interact with site peers, local management and executives on technical issues on project design and planning.
• Has demonstrated creativity and success in assignments and leadership in technical field of specialization.
• Skills and Abilities DECISION MAKING:
• Meets with customer peers and vendors regularly to define and resolve product or project problems and issues.
• Participates in systems software buy decisions.
• Contributes to development of strategy and architecture.
• Provides technical advice to management, recommending approaches and solutions to complex problems.
• Must have demonstrated ability to analyze and solve logical problems such as may be found in mathematics, statistics, etc.
• ANALYTICAL & CREATIVE:
• Has demonstrated creativity in assignments and leadership in technical field. Strong verbal and written communication skills are required. Must be able to mentor other team members, educate various levels of business users with the system knowledge.
• Work may result in publication of technical papers.
• Keeps technically current with changes and improvements within area of assignment or specialization, incorporating them where applicable.
• Contributes to the development of new technol

Benefits

Additional Information

We take great strides to ensure our employees have the resources to live well, be healthy, continue learning, develop skills, grow professionally and serve our local communities. We invite you to apply for a career with us. Residency in or relocation to Louisiana is preferred for all positions. POSITION PURPOSE Identifies and assists with implementation plan of Information Technology Service Management (ITSM) while carrying out the Continuous Service Improvement practice, to ensure that IT services are aligned with the changing needs of the business. Reviewing management information and trends to ensure services meet agreed upon service levels, and to ensure output of processes are achieving the desired results. Also conducts maturity assessments against the current process activities to demonstrate areas of improvement or concern. Provides insight into the ITSM lifecycle and roadmap to define next steps of process maturity. Accountable for complying with all laws and regulations that are associated with assigned duties and responsibilities. NATURE AND SCOPE This role does not manage people This role reports to this job: MANAGER, IT SERVICE MANAGEMENT Necessary Contacts: INSIDE RELATIONSHIPS: Make presentations to management. Provides technical advice to management and frequently participates as technical advisor and consultant in management decisions. Recognized as an ITSM authority inside own organization. Must be able to understand the requirements of multiple departments, identify and negotiate trade-offs to gain management agreement with proposed recommendations. Works with counterparts in development areas to recommend and negotiate approaches, problem resolution and/or changes Frequent contact with specialists in other departments. Must be able to effectively present opportunities representing the most efficient use of available resources. OUTSIDE RELATIONSHIPS: Attends technical meetings and conferences. Regularly participates in vendor negotiations. Meets with vendors resolving problems. Provides counseling to client personnel on request

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