Senior Analyst, ITSM

Knowledge and Skills: • In-depth knowledge & hands-on experience in Major Incident Management, Change Management & Problem Management • Comfortable working closely with technical resources & Team leaders to ensure / maintain globalization strategies. • Identify opportunities for improving business operations through more effective use of IT resources. • Contribute to the definition and development of worldwide operating procedures and standards. • Prepare process proposals or recommendations especially related to improve efficiency and performance of the IT environment. • The ability to deliver an initiative through to its launch/implementation. • A high level of quality and attention to detail. • Experience in service management, process development, IT operations. • Excellent interpersonal and customer service skills. • In-depth knowledge of industry best practices and service delivery standards. • Strong team spirit. • Excellent written and verbal communication skills. • Excellent organizational skills. • Problem-solving skills. • Ability to communicate complex business challenges in a non-technical and simplified manner • Creation and management of various monitoring dashboards/presentations • Evaluated service performance and modified SLA patterns to resolve operational issues • Able to work under tight deadlines • Self-motivation and able to take responsibility Experience and Education: • At least ITIL 4 Foundation certified. • Experience leading a multicultural, worldwide team. • Experience successfully evolving IT processes. • BS/BA or relevant work experience. • Strong English written and verbal skills required. Play a key role in maintaining and evolving a modern, mature & robust IT Service management function by working closely with the ITSM team as well as other IT groups & value stream owners to enforce & evolve processes. Providing a high level of quality support to the end user community by helping resolve end user/service escalations as well as assisting the business in meeting it goals. #reexcel #LI-REMOTE