Service Analyst
This role is with the IT Service Delivery Team, reporting to the Service Delivery Manager. This team is responsible for Service Operations – the structure and processes which ensure accountability, oversight and auditability throughout the team.
ServiceNow is the platform used by IT and the business for many of their processes/applications. This application is owned and developed by this team.
Main Duties and Responsibilities:
- Change Management, including review new and implemented changes, chair CAB, review change schedule, maintain dashboard, prepare comms.
- Incident Management, including analysing trends, incident workarounds, monitoring aged incidents.
- Major Incident Management, including communication, being part of the Incident Repsonse Team, managing suppliers
- Problem Management, including chairing any problem meetings, managing active problems, highlighting new problems.
- Release Management – liaising with the testers, vendor, tracking features and defects
- Service Request Management – documenting processes, analysing trends, identifying service improvements, working with teams to design new processes
- Continual Service Improvement – being able to highlight areas of improvement for effectiveness and efficiency
- Service Reporting
- ServiceNow – to assist with the day-to-day management of the tool, including working on incidents and requests
Technical Skills & Qualifications Required:
- Good knowledge of ITIL
- Good knowledge of ServiceNow
- Good knowledge/experience of using the Microsoft suite, specifically including SharePoint , Visio and Excel
- Exposure to/familiarity with automation
Competencies Required:
- Excellent interpersonal skills
- Excellent verbal and written communication skills, and ability to communicate with different audiences and write a range of document types – procedures, comms, training modules
- Extremely organised, diligent and methodical individual
- Initiative, willingness to seek and achieve improvements to processes and technology
- Ability to work as part of a team
- Good time management/planning – manages personal workload effectively, sets realistic and achievable targets and delivers those targets
- Sound problem solving and investigative skills
- Desire to follow best practice and development standards as agreed within IT
- Enthusiastic and self-motivated
- Can demonstrate confidence when placed in new or unusual situations
- Commitment to the delivery and improvement of a first class support service
- Keen to learn new skills
- Working location: Central, Singapore
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