Service Analyst

at  ENNOVATEZ PTE LTD

SERVICE ANALYST

This role is with the IT Service Delivery Team, reporting to the Service Delivery Manager. This team is responsible for Service Operations – the structure and processes which ensure accountability, oversight and auditability throughout the team.
ServiceNow is the platform used by IT and the business for many of their processes/applications. This application is owned and developed by this team.

TECHNICAL SKILLS & QUALIFICATIONS REQUIRED:

• Good knowledge of ITIL
• Good knowledge of ServiceNow
• Good knowledge/experience of using the Microsoft suite, specifically including SharePoint , Visio and ExcelExposure to/familiarity with automation

• Change Management, including review new and implemented changes, chair CAB, review change schedule, maintain dashboard, prepare comms.
• Incident Management, including analysing trends, incident workarounds, monitoring aged incidents.
• Major Incident Management, including communication, being part of the Incident Repsonse Team, managing suppliers
• Problem Management, including chairing any problem meetings, managing active problems, highlighting new problems.
• Release Management – liaising with the testers, vendor, tracking features and defects
• Service Request Management – documenting processes, analysing trends, identifying service improvements, working with teams to design new processes
• Continual Service Improvement – being able to highlight areas of improvement for effectiveness and efficiency
• Service ReportingServiceNow – to assist with the day-to-day management of the tool, including working on incidents and requests