Job ID: 38881
Location: Evanston, Illinois
Department: IT Technology Support SvcsSalary/Grade: ITS/78
Job Summary:
The IT Service Management Analyst performs tasks related to the efficient and effective operation of the IT change management process. Leads day-to-day IT change management process operations. Facilitates and documents weekly normal and ad-hoc emergency change advisory board activities. Consolidates feedback and recommends change management process improvements. Regularly updates change management process documentation.
Provides analysis and reporting for IT operations. Develops recommendations for Key Performance Indicator (KPIs) and metrics reporting methodologies. Builds and documents regular and ad-hoc KPI and metrics reports to support IT management. Researches and analyzes ITSM process data and creates reports of data and results.
Specific Responsibilities:
Strategic Planning
Contributes with management and peers to document and analyze ITSM process reporting and change process requirements and ensure all deliverables are completed (adhering to approved methodology and documentation standards).
Provides consultation to customers on appropriate change management methodologies.
Administration
Implements project plans, rolls out communications and training materials.
Drafts accurate documentation of process, procedure, and reporting.
Identifies and recommends best practice alternative approaches for reporting and ITSM process methodologies.
Development
Works closely with team members, customers, colleagues and other stakeholders to continually improve performance and increase efficiencies while maintaining process compliance and encouraging best practices.
Interprets process data using a variety of techniques, ranging from simple data aggregation to more complex statistical analysis.
Participates in ITSM process analysis and design.
Performance
In preparation for regular and ad-hoc review, assists in the development of RFCs by participants including the evaluation of impact, risk, communication, and potential ..
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