IT Service Management Analyst (NJUS)

Purpose of Position

The IT Service Management (ITSM) Analyst will work as part of the team dedicated to ensuring the efficiency, effectiveness, and quality of NetJets' Service Management processes and execution. We seek someone with excellent analytic and communication skills who can translate ITSM processes into technology requirements aligned with industry best practice frameworks (ITIL). This person will maintain ITSM records, track and report on key metrics, and support ITSM governance and audit requirements. Additionally, the Analyst may assist with Knowledge Management.

Tasks And Responsibilities

• Supports ITSM process and service implementation for ITSM initiatives by documenting process or service requirements and acceptance criteria from ITSM Process Owners and key stakeholders while considering capabilities and limitations.
• Analyzes and documents requirements for ITIL processes, mapping them to the JIRA Service Management tool.
• Develops use cases, process diagrams, and requirements documentation using stories and scrum techniques.
• Works closely with ITSM Process Owners and request type owners to elicit and agree on workflow requirements.
• Collaborates with ITSM Process Owners to assist in developing and implementing performance metrics and measurements.
• Participates in the auditing of ITSM processes and procedures.
• Provides support to users to ensure proper process and service execution.
• Promotes adherence to ITSM policies and procedures.
• Documents technical and ITIL processes and procedures, project and program information, and resolutions/workarounds.
• Works with managers and staff to identify and fill gaps in documentation.
  
  

Education

Bachelor's in Information Technology

Certifications and Licenses

Years Of Experience

2-4 years of experience

Core Competencies

Adaptability

Collaboration

Curiosity

Service-Oriented

Strives For Positive Results

Knowledge, Skills, Abilities And Other (KSAOs)

• Familiarity with ITSM and the ITIL framework.
• Requirements gathering and documenting skills.
• ITSM analysis experience.
• Experience with JIRA Service Management.
• Excellent communication skills, both verbal and written.
• ITIL Foundation preferred