IT Service Operations Analyst

About this opportunity

As an IT Service Operations Analyst, you will become a member of our Service and Strategy Operations Team, helping plan and deliver outcomes that will provide the backbone of the Digital Workplace Experience. You will work closely with our IT Operations Teams as well as various Engineering teams to drive support model and workplace efficiencies. In this role, you will… Assisting in the design of processes, applying best practices, and ensuring the appropriate governance is in place and followed in the areas of IT Service Management, and Knowledge & Service Catalogue Lifecycle Management Analyze and interpret operational data to drive service improvement / transformation. Develop dashboarding and reporting mechanisms to visualize and easily digest operational data and metrics. Aligning with Global stakeholders and Regional Support Teams for the creation of new, and the updating of existing Service Processes. Continuous improvement of the service descriptions and processes, including annual reviews of the Service Descriptions, process workflows and governance models. Coordinate and facilitate discussions and working sessions with stakeholders ensuring appropriate level of requirements gathering are understood, documented, and reviewed. Translate IT Operational needs into detailed functional requirements. In this role, you’ll need … Must Have Bachelor's Degree or equivalent experience in Computer Science, Business, or an affiliated field 4-6 years’ experience in Enterprise IT / IS Service Organization Strong written communication, analytical, research, interpersonal and problem-solving skills required. Ability to drive discussions with stakeholders and make recommendations on service operations backed by data and experience. Self-motivated and flexible with the ability to work effectively and independently in a dynamic problem-solving environment. Desired Experience and strong working knowledge of ServiceNow capabilities; Service Catalog, and knowledgebase. Ability to apply Service processes and best practices across the IT organization. Experience with Jira / ServiceNow Agile for story authoring, backlog grooming and sprint management. Flexible working hours, experience working with multicultural teams in diverse geographic locations preferred. Previous experience of related process analysis and redesign