ITSM Solutions Analyst
General Summary & Scope
• Resolve ITSM support issues to ensure service excellence.
• Offer insights for maximizing system usability.
• Lead process improvements across ITSM functions.
• Keep system documentation and logs organized and current.
• Design and implement dashboards to track service levels.
• Engage stakeholders to identify opportunities for business value and automation.
• Manage KPIs, SLAs, and OLAs for ITSM processes.
• Ensure service management processes comply with ITIL standards.
• Write and update program documentation and training materials.
• Analyze IT metrics and collaborate with cross-functional teams.
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