IT Service Management Analyst

2 weeks ago

Pune, India SAS Full time

IT Service Management Analyst (Major Incident Manager)

Job Locations IN-Pune Requisition ID 20060004 Job Category Information Technology Travel Requirements None

As an Incident Manager, a member of IT Service Management pool within the SAS 24x7 Global Operations Center, you will participate in operational and transformational initiatives as related to Service Management. As an Incident Manager, you will be responsible in the ongoing definition and improvement of service management policies, processes, procedures, and their supporting tools. While this position primary focusses on Incident Management (including Major Incident Management. This position will also be responsible for encouraging the adoption of ITIL practices (IT Infrastructure Library) throughout Global SAS IT.

Responsibilities may include:  

Participates in the development, implementation and communication related to several Service Management processes including Incident, Problem, Change, Configuration, Event, Knowledge, Request and Service Portfolio Management Perform the Major Incident Management (MIM) role to anchor and drive quick resolution for high priority incidents Participate and champion the Change governance initiatives including reporting, coordination and tracking activities Participate in efforts to implement ITSM technical solutions necessary to automate processes and support the operation of end-to-end IT services delivery and support processes. Provide business analysis support by identifying requirements for ITIL based tools and applications, specifically ServiceNow and executes user acceptance testing. Work with development teams and project management on the implementation, enhancement, and support of IT service management tools (CMDB, ticketing system, etc.) Champion ITIL best practices and their implementation throughout SAS Define and propose the key performance indicators and critical success factors for global IT services Work with IT leadership to ensure alignment and adoption of ITSM processes and tools within the overall service management strategy Act as advisor in recommending continual service improvements to operational activities that will enhance service robustness and reliability Monitor key ITSM dashboards or queues to ensure the appropriate priority and triage during assigned shift. Work with the team, management, and SAS Service Owners to create, maintain, and improve the documentation needed by the team for successful execution of daily tasks. Review and assess OLA/SLA data with SAS Service Owners to improve incident resolution and request execution. Drive customer first approach in all service interactions in a dynamic environment while managing competing demands. Work with Global Operations Center supervisors and management to ensure consistent service delivery.  Work 24x7 on monthly rotating schedule including weekends and holidays.
 

Qualifications  

Essential:  

Bachelor’s degree in Computer Science or related field plus seven years’ experience in IT. An equivalent combination of education, training, and experience may replace these requirements. Experience providing infrastructure, OS, and/or application support for customers. Technical SkillsOperating Systems: Windows, RHEL LinuxApplication: SAS, Java based enterprise applications Self-driven with ability to train/coach employees on varied ITSM topics Strong troubleshooting skills Professional written, verbal, and interpersonal communication skills are essential. Ability to work in a strong team environment as well as independently.

Preferred:  

ITIL Foundation Certified Experience with ServiceNow (IT Operations Management, IT Service Management). Solid knowledge of multiple operating systems. Knowledgeable in Six Sigma, Lean or related methodology. ISO, SOC 2, FedRAMP Compliance hands on knowledge. Knowledge of VMware and cloud hosting providers.

Software Powered by iCIMS

  • Service Desk Analyst

    3 weeks ago

    Pune, India Wipro Full time

    Job Title: Service Desk Analyst Location: Pune/Kolkata/Hyderabad/Coimbatore/Bangalore Mode of interview: Virtual/Walk-In Shift: rotational 24x7 Description: The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting...

  • Service Desk Analyst

    2 weeks ago

    Pune, India Wipro Full time

    Job Title: Service Desk AnalystLocation: Pune/Kolkata/Hyderabad/Coimbatore/BangaloreMode of interview: Virtual/Walk-InShift: rotational 24x7Description:The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCRThe...

  • Service Desk Analyst

    1 month ago

    Pune, India Wipro Full time

    Job Title: Service Desk AnalystLocation: Pune/Kolkata/Hyderabad/Coimbatore/BangaloreMode of interview: Virtual/Walk-InShift: rotational 24x7Description:The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCRThe...

  • Service Desk Analyst

    1 month ago

    Pune, India Wipro Full time

    Job Title: Service Desk AnalystLocation: Pune/Kolkata/Hyderabad/Coimbatore/BangaloreMode of interview: Virtual/Walk-InShift: rotational 24x7Description:The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCRThe...

  • Service Desk Analyst

    2 weeks ago

    Pune, India Wipro Full time

    Job Title: Service Desk AnalystLocation: Pune/Kolkata/Hyderabad/Coimbatore/BangaloreMode of interview: Virtual/Walk-InShift: rotational 24x7Description:The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCRThe...

  • Service Desk Analyst

    2 weeks ago

    Pune, India Wipro Full time

    Job Title: Service Desk Analyst Location: Pune/Kolkata/Hyderabad/Coimbatore/Bangalore Mode of interview: Virtual/Walk-In Shift: rotational 24x7 Description: The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting...

  • Service Desk Analyst

    2 weeks ago

    Pune, India Wipro Full time

    Job Title: Service Desk AnalystLocation: Pune/Kolkata/Hyderabad/Coimbatore/BangaloreMode of interview: Virtual/Walk-InShift: rotational 24x7Description:The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCRThe...

  • Analyst Relations Manager

    4 days ago

    pune, India Cloud Software Group Full time

    Cloud Software Group is seeking an analyst relations practitioner with an understanding of the industry analyst landscape. The Analyst Relations Manager will be responsible for handling analyst relations for our TIBCO, Spotfire and ibi business units, along with their related products and services and provide strategic counsel on AR best practices. In...

  • Analyst Relations Manager

    4 days ago

    Pune, India Cloud Software Group Full time

    Cloud Software Group is seeking an analyst relations practitioner with an understanding of the industry analyst landscape. The Analyst Relations Manager will be responsible for handling analyst relations for our TIBCO, Spotfire and ibi business units, along with their related products and services and provide strategic counsel on AR best practices. In...

  • Service Desk Analyst

    6 days ago

    Pune, India Wipro Full time

    Service Desk AnalystResponsibilities:1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns2. Diagnose, prioritize, troubleshoot and resolve IT incidents reported by the users via telephone, chat, email or walk-ins3. Identify and escalate tickets requiring urgent...

  • Senior Service Desk Analyst

    4 weeks ago

    Pune, India TransPerfect Full time

    OVERVIEW Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior Service Desk Analyst will assist Customers by performing the tasks requested through assigned escalated Service Request, Incident, and Changes. This role would be the on-floor assistance, the escalation point for Service Desk Analyst II and Service Desk Analyst in...

  • Technical Business Analyst

    3 weeks ago

    Pune, India IT Company Full time

    About Intellore : Intellore is a young company of experienced professionals. The company provides co-creation technology services for our customers and their ecosystem partners enabling each stage of their digital transformation journey for them to innovate and create new value for all the stakeholders. These services, where the IP of the offering belongs to...

  • Senior Service Desk Analyst

    2 months ago

    Pune, India TransPerfect Full time

    OVERVIEWUnder general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior Service Desk Analyst will assist Customers by performing the tasks requested through assigned escalated Service Request, Incident, and Changes. This role would be the on-floor assistance, the escalation point for Service Desk Analyst II and Service Desk Analyst in...

  • Service Desk Analyst

    2 weeks ago

    Pune, India Wipro Full time

    Service Desk AnalystResponsibilities:1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns2. Diagnose, prioritize, troubleshoot and resolve IT incidents reported by the users via telephone, chat, email or walk-ins3. Identify and escalate tickets requiring urgent...

  • Service Desk Analyst

    2 weeks ago

    Pune, India Wipro Full time

    Service Desk Analyst Responsibilities: 1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns 2. Diagnose, prioritize, troubleshoot and resolve IT incidents reported by the users via telephone, chat, email or walk-ins 3. Identify and escalate tickets requiring...

  • Service Desk Analyst

    2 weeks ago

    Pune, India Wipro Full time

    Service Desk AnalystResponsibilities:1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns2. Diagnose, prioritize, troubleshoot and resolve IT incidents reported by the users via telephone, chat, email or walk-ins3. Identify and escalate tickets requiring urgent...

  • ServiceNow CMDB Developers

    1 month ago

    pune, India Steadfast IT Consulting Full time

    Steadfast IT Consulting is a leading IT consulting firm that specializes in addressing business challenges related to data and excels in providing expertise in both consulting and IT services. We are committed to helping businesses navigate the complexities of information technology and leverage data for success.Location: Pune, MaharashtraRoles:CMDB...

  • Technical Analyst

    4 days ago

    Mohali/Pune, India Tekfortune IT India Pvt Ltd Full time

    Title: Oracle Transportation Management (OTM) Technical Analyst Experience : 4 - 8 yearsWork Location : Mohali & Pune (Onsite)Notice Period : Immediate to 30 Days Max onlyRequired Skills (Mandatory) : OTM (Technical+Functional) , Sql queries , Order Management, Shipment & Logistics ManagementJob Summary : The Oracle Transportation Management Technical...

  • ServiceNow CMDB Developers

    1 month ago

    pune, India Steadfast IT Consulting Full time

    Steadfast IT Consulting is a leading IT consulting firm that specializes in addressing business challenges related to data and excels in providing expertise in both consulting and IT services. We are committed to helping businesses navigate the complexities of information technology and leverage data for success. Location: Pune, Maharashtra Roles: CMDB...

  • IT Service Manager

    2 weeks ago

    Pune, Maharashtra, India ZF Group Full time

    Req ID 70038 Pune, India ZF IT Service Management is responsible to manage entire global IT Service Portfolio Lifecycle, IT contracts, IT Service Level framework and operates the financial planning and billing processes. The tool landscape supports all the processes and comprises workflow-based service catalog solutions as well as systems for financial...