ITSM Analyst (Local Applicants ONLY)

A.C.Coy Company Logo
A.C.Coy Company
Pittsburgh, PA, United States
  • IT
  • Applications have closed

++Local Applicants ONLY++

++No 3rd Parties/Sub Vendors++

Location: Pittsburgh, PA – Hybrid (Occasional days in the office, could be 2 days per week but not with regularity)

Job Type: 14+ Month Contract

Work Authorization: U.S. Citizen

Overview:

The A.C.Coy company has an immediate opening for an ITSM/ITOM Analyst. Ideal candidates must have a Bachelors degree and 5+ years of IT experience.

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 (must be able to explain how it works)
  • Experience performing post incident reviews and root cause analysis for service operation incident management
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