Service Level Management - Sr. Analyst

Job Summary

The Senior Analyst, Service Level Management (SLM) performs on a team as a developing Subject Matter Expert (SME) for the function of Service Level Management. The purpose of this position is to ensure that all current and planned IT Services are delivered to agreed achievable targets through a constant cycle of monitoring, negotiating, agreeing, reporting on and reviewing IT Service targets and achievements, and through instigation of actions to correct or improve the level of services delivered.

Responsibilities

• Maintenance of the SLM Framework: Maintain the underlying structure of the Customer Agreement Portfolio, and to provide templates for the various SLM documents.
• Identification of Service Requirements: Capture desired outcomes (requirements from the customer viewpoint) for new services or major service modifications. The service requirements are to be documented and submitted to an initial evaluation, so that alternatives may be sought at an early stage for requirements which are not technically or economically feasible.
• Agreements Sign-Off and Service Activation: Check if Service Acceptance Criteria are fulfilled. This process makes sure that all relevant OLAs are signed off by their Service Owners, and that the SLA is signed off by the customer.
• Service Level Monitoring and Reporting: Monitor achieved service levels and compare them with agreed service level targets ("Service Level Report"). This information is circulated to customers and all other relevant parties, as a basis for measures to improve service quality.

Qualifications

• Bachelor's Degree or Equivalent Work Experience
• 1 to 3 Years of Experience
• Experience in operating within IT Service Management processes.
• Experience in definition of Technology Services and Associated SLM best practices.
• Experience working within the ServiceNow ITSM Suite of products.
• Qualifications ServiceNow highly preferred
• ITIL Foundation (V3 / 4) certification preferred
• Service Lifecycle, Service Capability Intermediate certifications preferred
• Working knowledge of Microsoft core technologies (i.e., Active Directory, Office Suite, MS SQL, Windows Desktop etc.)
• Experience with Reporting tools (Excel; MS PowerBI, ServiceNow Performance Analytics)
• Strong verbal/written communication, with ability to effectively interact with individuals at all levels of responsibility and authority.
• Ability to prioritize, delegate and work within high performing teams to lead/support an environment driven by customer service and teamwork.