- Professional
- Bureau à Pittsburgh
Overview:
Location: Pittsburgh, PA - Hybrid (Occasional days in the office, could be 2 days per week but not with regularity)
Job Type: Full Time / Contract
Work Authorization: No Sponsorship
The A.C.Coy company has an immediate opening for an ITSM/ITOM Analyst. Ideal candidates must have a functional knowledge of ServiceNow Incident Management and CMDB modules. Project management or project coordination experience is also required.
Responsibilities:- Aid in the development and rollout of ITSM/ITOM best practices.
- The role will primarily support two areas within Enterprise Operations team:
- Support of Service Operation Incident Management:
- Support the Incident Manager to manage incidents across Operation and minimize business disruption
- Coordinate across technical teams, vendors, and stakeholders and establish effective communication
- Conduct post-incident reviews and root cause analysis
- Identify patterns and propose improvements to reduce incident frequency
- Enhance automation and monitoring to bring more reliability
- Measure and improve customer satisfaction related to operational incidents
- Support of Service Transition Configuration Management:
- Assist in the development of processes and reporting to maintain accurate and up-to-date Configuration Management Database (CMDB)
- Build a project plan to establish and rollout end-to-end service mapping to visualize infrastructure dependencies
- Work with CMDB manager to develop the mapping and supporting processes; for rollout and ongoing maintenance
- Work with both the technical team and stakeholders to build a project plan for rollout of service mapping
- Work with the stakeholders to demo the service mapping feature and benefit
- Lead the implementation of service mapping incrementally across critical applications/platform
- Leverage CMDB and Service Maps to enhance incident management and improve Client security posture
- Develop reporting of the use and impact of Service Mapping within the organization
Qualifications:
- ITSM/ITOM knowledge - 5+ years
- Project coordination/Project manage skills (small projects of multiple weeks to a month) - 5+ years
- Functional knowledge of ITSM Incident Management module and CMDB service mapping (be able to explain how it works)
- Experience performing post incident reviews and root cause analysis for service operation incident management
