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Analyste ITSM
Kinessor
Montréal, CAN
Full-time
Mid-Senior
Onsite
Discovered 4 weeks ago
ITSMProcess improvementProblem managementCommunicationServiceNowITIL
Free
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ITSMProcess improvementProblem management
Role Overview
Kinessor seeks an Analyste ITSM to improve IT service management processes, enhance user experience, and reduce negative impacts on users. The role involves continuous process improvement, problem management, and communication with IT and business teams.
Key Skills for This Role
ITSMProcess improvementProblem managementCommunicationServiceNowITIL
Full Job Posting
Role Summary
Kinessor seeks an Analyste ITSM to improve IT service management processes, enhance user experience, and reduce negative impacts on users. The role involves continuous process improvement, problem management, and communication with IT and business teams.
Responsibilities
- Work with IT teams to identify inefficiencies and propose improvements
- Contribute to the evolution of the ITSM strategy aligned with business objectives
- Analyze and identify root causes of issues and explore solution paths considering best practices and constraints
- Implement agreed-upon solutions and document lessons learned
- Conduct workshops to align technical and business teams on needs and proposed solutions
- Update and publish knowledge base articles based on content provided by the IT team
- Design and implement integrations in ServiceNow: CMDB, service mapping, request management, etc.
- Train and support users affected by process changes
- Establish and implement a problem management process with the help of the IT service management manager
- Identify and document systemic issues and prioritize problems to be resolved
- Measure service quality and process compliance, propose and implement new metrics
- Write and approve IT communications for targeted groups
Exigences du poste
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