it service management analyst

The Emirates Group

<div><h5 class="jobSectionHeader">Job Purpose
</h5>At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers &lsquo;Fly Better&rsquo;. Emirates Group IT thrives on the dynamic nature of technology. Being pioneers in aviation innovation, we're always at the forefront, pushing boundaries. We're on the lookout for exceptional IT professionals to fortify our position as leaders in the industry. Embark on a journey with the world&rsquo;s largest international airline and become a vital part of our cutting-edge information and technology team as an IT Service Management Analyst.
As an IT Service Management Analyst , you will perform a continuous cycle of service improvements to the operational services through service performance analytics via rigorous analysis of various operational data such as incident, problem, change, service continuity, infrastructure capacity, cost of operations and insights from observability tools. As well as define, implement and maintain the service level KPIs and standards and ensure the agreed service levels are met.
In this role, you will:
<ul><li>Conduct detailed impact analysis capacity planning and ensure that proper testing of proposed problem fixes are completed successfully before changes to the production environment are requested. Take end to end responsibility for all proactive problems until permanent resolution ensuring that continuous progress updates are communicated to the key stakeholders. Escalate problems that age are resulting in recurring incidents for the business.
</li><li>Utilize analytical skills and tools in order to identify record, trends, and analyse all problems that are assigned. Liaise effectively with the incident management teams, Application support teams and technical teams to ensure all problems are investigated, diagnosed, have root cause analysis performed by severity and impact criticality.
</li><li>Proactively identify potential issues which might become incidents, communicate the same to line management and provide cost effective solutions in a timely fashion. Analyse incidents/alerts from Observability tools to ensure that potential problems are proactively detected and fixed before they cause business impact.
</li><li>Work with the IT Management team of Portfolio heads, Service Managers and IT Technical Managers to develop service performance dashboards and reports for Emirates Group IT customers.
</li><li>Ensure that the SLO and SLAs are adhered to and supported by the relevant technical teams. Report and measure service availability in line with agreed service levels. Ensure that the SLOs are supported by the relevant Emirates Group departments (e.g. Procurement &amp; Logistics, HR, legal) through operational level agreements (OLAs), and by external suppliers via Underpinning Contracts (UCs).
</li><li>Own and maintain the service catalogue for all available services to drive standardization and rationalization of all production services. Liaise with IT strategy and Architecture to ensure the service catalogue supports the strategic directions for IT.
</li><li>Coordinate with all required IT teams to ensure services specifications, tools and resources are committed for implementing the agreed services according to SLOs. Identify and agree Service Quality Plans &amp; KPIs with required IT teams to ensure improvement to service levels.
</li><li>Monitor SLO compliance reports and customer scorecard feedback and liaise with relevant portfolio team and Technical teams to investigate non-compliance incidents and to implement improvement processes where appropriate. Assess the financial implications of SLO violations.
</li><li>Ensure that operational monitoring, escalation and renewal terms agreed with external suppliers through UCs is adhered to and to protect the interest of Emirates Group IT in a manner consistent with the contract terms. Support and review IT Service Continuity plans, testing and strategy for all IT services provided to the Group, to verify their validity and efficiency.
</li><li>Where a team is assigned, plan, development and monitor staff performance. Implement new strategies to enhance and maintain their motivation levels to ensure provision of customer focused and competitive services to the Emirates Group.
</li></ul><h5 class="jobSectionHeader">Qualification
</h5>To be considered for the role, you must meet the below requirements:
<ul><li>Degree or Honours (12+3 or equivalent) in Information Technology.
</li><li>5+ years of experience in IT Service Management or relevant.
</li></ul>Knowledge/Skills:
<ul><li>Specialist technical experience, within IT Service Delivery environment, which includes incident, problem, capacity, service level management and service continuity experience.
</li><li>Broad business domain knowledge.
</li><li>Broad operational and infrastructure knowledge (on premise, private cloud, public cloud).
</li><li>Broad user support knowledge.
</li><li>Broad financial knowledge.
</li><li>Broad application &amp; systems development knowledge.
</li><li>Problem management.
</li><li>Capacity management. Availability management.
</li><li>Service level management. IT Service continuity.
</li><li>ITSM Tools (e.g. ServiceNow). Reporting Tools (e.g. PowerBI).
</li></ul>Join our Technology Operations team, where you will play a pivotal role in our IT landscape, ensuring smooth operations and outstanding support for critical business functions globally. The team focuses on duty management, service support, infrastructure operations, change enablement, observability, and IT asset management. If you are passionate about delivering world-class IT services and fostering continuous improvement, we invite you to apply and contribute to the success of Emirates Group.
<h5 class="jobSectionHeader">Salary &amp; benefits
</h5>Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it&rsquo;s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers .</div>

IT Service Management Analyst

cFocus Software Incorporated

<div>cFocus Software seeks a IT Service Management (ITSM) Analyst to join our program supporting the Department of Defense (DoD). This position is remote. This position requires the ability to obtain a Secret clearance. 
Qualifications:<ul><li>
Three (3) years of professional experience in relation to designing, implementing, and monitoring IT service management processes and practices within an organization, using frameworks like ITIL and Scrum, to ensure efficient product and service delivery by analyzing operational data, technical data, IT experience data, or any combination of those to identify areas and strategies for improvement.
</li><li>Collaborate with business and technical teams to optimize IT products and services and align them with business objectives.
</li><li>This position requires a DoD IAT II level certification</li></ul>
Duties: 
<ul><li>
Key duties include generating documentation, monitoring ITSM process and practice performance, assisting with improving the IT experience of our stakeholders by measuring human-centric metrics, reporting on key performance indicators (KPIs) and other metrics, and drive continuous service improvement.
</li><li>Manage the coordination with Service Owners to design new services and enhance existing services.
</li><li>Coordinate with Services Owners to develop and maintain processes and workflows to design and transition services to Operations.
</li><li>Coordinate with Service Owners to define service quality metrics and Service Level Objectives (SLOs) for new and enhanced services.</li></ul> 

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IT Service Management (ITSM) Analyst - Navy - Secret Required

MISO

<div>MISO is hiring a Senior Configuration Management Analyst with ServiceNow experience for our Carmel, Indiana location. You will be responsible for managing and executing the configuration management process while ensuring the accuracy and integrity of the Configuration Management Database (CMDB). This role supports key corporate priorities by improving operational efficiency, maintaining regulatory compliance, and reducing security risks. Additionally, you will enhance customer service and responsiveness while establishing a strong foundation for IT services.

As MISO&rsquo;s Senior Configuration Management Analyst, some of your responsibilities will include:
<ul>
<li>Partnering with IT Service Management (ITSM) leadership to enhance processes, optimize performance, and maintain service quality using the ServiceNow platform.</li>
<li>Developing and maintaining Configuration Management Database (CMDB) standards within ServiceNow, ensuring CI data accuracy, completeness, and alignment with organizational policies, naming conventions, and compliance requirements.</li>
<li>Supporting configuration and change management processes by identifying and remediating unauthorized CI changes, conducting configuration audits and reconciliations, and maintaining visibility into the health of the IT environment.</li>
<li>Designing and delivering dashboards and reports to provide actionable insights on Key Performance Indicators (KPIs) and Critical Success Factors (CSFs), driving data-informed decisions and accountability.</li>
<li>Collaborating with stakeholders and process owners to operationalize services, improve CMDB data integrity, and implement process and tooling enhancements that strengthen ITIL-based practices and ITSM maturity.</li>
<li>Proactively identifying opportunities for automation, process improvement, and reliability enhancements - leveraging ServiceNow capabilities to streamline workflows and enable better service delivery.</li>
</ul>
To be successful as our Senior Configuration Management Analyst, some of the technical skills we look for include:
<ul>
<li>Bachelor&rsquo;s degree in Information Technology, Computer Science or related field.</li>
<li>At least 7 years of Configuration Management (CMBD) experience required.</li>
<li>ServiceNow experience is required.</li>
<li>Asset Management experience.</li>
<li>ITIL Foundations Certification (preferred).</li>
<li>ITIL Operational Support &amp; Analysis (OSA) Intermediate Certification or Service Operation (SO) Intermediate Certification (preferred).</li>
</ul>
Appropriate level will be determined based upon experience and knowledge.

Transformative innovation is happening in the electric industry, from digitalizing homes and distributed resources to renewable energy and an ever-changing grid. MISO manages the electricity superhighway in the Central U.S. and through use of groundbreaking research and advanced technology, our highly skilled employees ensure power flows reliably to 45 million Americans. Operating the electricity grid, running a robust energy market, planning for a bright future &ndash; it&rsquo;s what our immensely hardworking and dedicated team does every day.
 
 
The base salary compensation range being offered for this role is $113,000 - $131,000 USD annually. Base salary range for this position is included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, and qualifications/experience.
Position is also eligible for an annual bonus if individual performance and company objectives are met. At MISO we offer a comprehensive benefits package, including 401k, vacation, sick and safe time, available on your first day of employment.

#DiscoverMISO #MISOCareers #lifeatMISO #weareMISO

MISO, What We Do

#LI-ONSITE 
#LI-JH1<h4 class="jobSectionHeader">
Experience</h4>
Preferred<ul><li>
At least 7 years of Configuration Management (CMBD) experience.</li></ul><h4 class="jobSectionHeader">
Education</h4>
Preferred<ul><li>
Bachelors or better in Computer Science or related field</li><li>
Bachelors or better in Information Technology or related field</li></ul>
Equal Opportunity Employer 
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.</div>

Senior Configuration Management Analyst (ServiceNow Experience)

SITA

<div>
 
 
 WELCOME TO
 
 
 
 
 SITA
 
 
 
 
 &nbsp;&nbsp;
 
 
 
 
 At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.
 
 
 
 
 You&rsquo;ll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don&rsquo;t just move the world forward&amp;mdash;we&rsquo;re proud to be recognized as a
 
 Great Place to Work&reg;
 
 by our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.
 
 
 
 
 Are you ready to love your job?
 
 
 
 
 The adventure begins right here, with you, at SITA.
 
 
 
 
 &nbsp;
 
 
 
 
 
 As per our career framework, the Job Title for this role is: Analyst Service Transition
 
 
 
 
 
 
 
 &nbsp;
 
 
 
 
 
 
 
 
 ABOUT THE ROLE &amp; TEAM
 
 
 
 
 
 
 
 &nbsp;
 
 
 
 
 
 As an Analyst, you will identify and promote opportunities for continuous improvement in operational and process performance to strengthen SITA&rsquo;s competitive position and support business growth. You will ensure the delivery of high-quality Asset and Configuration Management services to SITA customers, in line with SITA standards and procedures, thereby maximizing customer satisfaction through first-class support and ensuring systems and products are properly deployed and configured.
 
 
 
 
 &nbsp;
 
 
 
 
 You will also participate in and coordinate the deployment of new operational support services, as well as improvements to existing ones. Additionally, you will provide configuration support for operations related to CMDB topologies and manage the end-to-end lifecycle of assets and configuration items, ensuring accurate population and maintenance of operational data within the CMDB.
 
 
 
 
 
 &nbsp;
 
 
 
 
 
 
 &nbsp;
 
 
 WHAT YOU&rsquo;LL DO
 
 
 
 
 
 
 &nbsp;
 
 <ul>
 <li>
 
 Provide support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs).
 
 </li>
 <li>
 
 Ensure adherence to the highest working standards for all incidents and requests by providing guidance, support and direct management.
 
 </li>
 <li>
 
 Ensure the shortest implementation times possible by initiating the timely escalations to specialized resolver groups inside and outside SITA according to the customer contracts SLAs and monitoring requirements.
 
 </li>
 <li>
 
 Perform all Change and Project Management activities according to SITA standards and procedures maximizing customer satisfaction and internal deliveries.
 
 </li>
 </ul>
 
 &nbsp;
 
 
 
 
 
 ABOUT YOUR SKILLS
 
 
 
 
 
 
 
 
 
 
 &nbsp;
 
 
 <ul>
 <li>
 
 Bachelor in Business Management, Computer Science or Electronic / Computer Engineering
 
 &nbsp;
 </li>
 <li>
 
 0-1 year of experience in the IT industry, including data and quality management
 
 </li>
 <li>
 
 0-1 year of experience in customer service within a global or service provider environment, with exposure to IT Service Management (ITSM) processes and concepts.
 
 </li>
 <li>
 
 0-1 analysis of project requirements, plans, and schedules.
 
 </li>
 <li>
 
 Strong operating knowledge of Microsoft Office products, with advanced skills in Excel and Microsoft Access are a must
 
 </li>
 <li>
 
 Proficiency in coding and scripting using Python is a must
 
 </li>
 <li>
 
 Strong understanding of ITSM best-practice processes, with focus in Configuration Management and Asset Management.
 
 </li>
 <li>
 
 Knowledge of IT Asset Management
 
 </li>
 </ul>
 
 
 &nbsp;
 
 
 
 
 
 
 NICE-TO-HAVE
 
 
 
 
 
 &nbsp;
 
 <ul>
 <li>
 
 Preferred technical knowledge &amp; Work experience in the following roles:
 
 <ul>
 <li>
 
 CMDB Manager/Analyst
 
 </li>
 <li>
 
 IT Asset Manager
 
 </li>
 <li>
 
 ITOM
 
 </li>
 </ul>
 </li>
 <li>
 
 ITIL Foundation and Project Management Certificates
 
 </li>
 <li>
 
 ServiceNow experience and 6 Sigma Lean knowledge
 
 </li>
 </ul>
 
 &nbsp;
 
 
 
 
 WHAT WE OFFER
 
 
 
 
 
 
 &nbsp;
 
 
 
 
 
 We&rsquo;re all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We&rsquo;re really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.
 
 
 
 
 &nbsp;
 
 
 
 
 
 &nbsp;
 
 
 
 
 
 
 🏡
 
 
 
 
 
 Flex Week:
 
 Work from home up to 2 days/week (depending on your team&rsquo;s needs)
 
 
 
 
 
 
 &nbsp;
 
 
 
 
 ⏰
 
 Flex Day:
 
 Make your workday suit your life and plans.
 
 
 
 
 
 &nbsp;
 
 
 
 🌎
 
 Flex Location:
 
 Take up to 30 days a year to work from any location in the world.
 
 
 
 
 &nbsp;
 
 
 
 
 
 &nbsp;
 
 
 
 🌿
 
 Employee Wellbeing:
 
 We&rsquo;ve got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.
 
 
 
 
 
 
 🚀
 
 Professional Development
 
 : Level up your skills with our training platforms, including LinkedIn Learning!
 
 
 
 
 &nbsp;
 
 
 
 
 
 
 🙌🏽
 
 Competitive Benefits
 
 
 
 
 
 : Competitive benefits that make sense with both your local market and employment status.&nbsp;
 
 
 
 
 
 
 &nbsp;
 
 
 
 
 
 
 
 SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.
 
 
 
 
 
 &nbsp;
 
 
 
</div>

Analyst, IT Asset Management

Muller's Solutions

<div>M&uuml;ller's Solutions, a forward-thinking technology consulting firm, is seeking a knowledgeable Helix Process &amp; ITSM Analyst / Workflow Engineer to join our dynamic team. With a strong commitment to delivering exceptional IT service management solutions and optimizing business processes, M&uuml;ller's Solutions supports organizations in achieving operational excellence and improved service delivery across various sectors.
In this role, you will focus on analyzing, designing, and implementing workflows and processes within the Helix ITSM platform. Your expertise will play a crucial role in enhancing the functionality and user experience of our IT service management tools, ensuring effective alignment with business objectives and best practices.
Key Responsibilities:<ul>
<li>Analyze current processes and workflows within the Helix ITSM platform to identify areas for improvement and optimization.</li>
<li>Design and implement efficient workflows to streamline IT service management processes, enhancing overall productivity.</li>
<li>Collaborate with stakeholders to gather requirements and ensure solutions align with organizational needs.</li>
<li>Conduct training sessions and develop documentation to support users in leveraging workflow tools effectively.</li>
<li>Monitor and evaluate the performance of implemented workflows, making adjustments and improvements as necessary.</li>
<li>Stay up to date with the latest industry trends, technologies, and best practices related to ITSM.</li>
</ul>Requirements<ul>
<li>Bachelor's degree in Computer Science, Information Systems, or a related field.</li>
<li>3-5 years of experience in IT service management, specifically with Helix or similar ITSM platforms.</li>
<li>Strong understanding of workflow design, process mapping, and optimization techniques.</li>
<li>Proficient in analyzing business requirements and translating them into technical specifications.</li>
<li>Excellent communication and interpersonal skills, with the ability to engage effectively with diverse stakeholders.</li>
<li>Proven problem-solving skills and a proactive approach to identifying and resolving issues.</li>
<li>Ability to work collaboratively in a fast-paced, team-oriented environment.</li>
<li>Certifications in ITIL or other ITSM methodologies are a plus.</li>
</ul>Benefits
Why Join Us:
Opportunity to work with a talented and passionate team.
Competitive salary and benefits package.
Exciting projects and innovative work environment.</div>

BMC Helix Process & ITSM Analyst / Workflow Engineer-Remote

Müller's Solutions

<div>
 M&uuml;ller's Solutions, a forward-thinking technology consulting firm, is seeking a knowledgeable Helix Process &amp; ITSM Analyst / Workflow Engineer to join our dynamic team. With a strong commitment to delivering exceptional IT service management solutions and optimizing business processes, M&uuml;ller's Solutions supports organizations in achieving operational excellence and improved service delivery across various sectors.
 
 
 In this role, you will focus on analyzing, designing, and implementing workflows and processes within the Helix ITSM platform. Your expertise will play a crucial role in enhancing the functionality and user experience of our IT service management tools, ensuring effective alignment with business objectives and best practices.
 
 
 
 Key Responsibilities:
 
 
 
 <ul>
 <li>
 Analyze current processes and workflows within the Helix ITSM platform to identify areas for improvement and optimization
 </li>
 <li>
 Design and implement efficient workflows to streamline IT service management processes, enhancing overall productivity
 </li>
 <li>
 Collaborate with stakeholders to gather requirements and ensure solutions align with organizational needs
 </li>
 <li>
 Conduct training sessions and develop documentation to support users in leveraging workflow tools effectively
 </li>
 <li>
 Monitor and evaluate the performance of implemented workflows, making adjustments and improvements as necessary
 </li>
 <li>
 Stay up to date with the latest industry trends, technologies, and best practices related to ITSM
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor's degree in Computer Science, Information Systems, or a related field
 </li>
 <li>
 3-5 years of experience in IT service management, specifically with Helix or similar ITSM platforms
 </li>
 <li>
 Strong understanding of workflow design, process mapping, and optimization techniques
 </li>
 <li>
 Proficient in analyzing business requirements and translating them into technical specifications
 </li>
 <li>
 Excellent communication and interpersonal skills, with the ability to engage effectively with diverse stakeholders
 </li>
 <li>
 Proven problem-solving skills and a proactive approach to identifying and resolving issues
 </li>
 <li>
 Ability to work collaboratively in a fast-paced, team-oriented environment
 </li>
 <li>
 Certifications in ITIL or other ITSM methodologies are a plus
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 Why Join Us:
 
 
 Opportunity to work with a talented and passionate team.
 
 
 Competitive salary and benefits package.
 
 
 Exciting projects and innovative work environment.
</div>

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Analyst, IT Asset Management

BMC Helix Process & ITSM Analyst / Workflow Engineer-Remote

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