Job Summary

Senior Service Management Analyst Oversee, facilitates, and administers ITIL based service support to client account management. Responsibilities include the management and oversight of service management processes, which may include Incident management, problem management, request management, change management, Service level management and Asset management. Analyze service performance, identifying areas for improvement, and implementing changes to enhance service quality and efficiency.

Roles and Responsibilities:

Facilitate Diversified standard processes for ITIL core functions such as Ticket Lifecycle
Review incident, problem, change and request aging and work with resolver group members to ensure compliance with process guidelines.
Provide point of contact for process related questions or issues and facilitates process related meetings as needed such as aging review board, CSAT results review, Change Advisory Board, etc
Ensure effective communication, collaboration with team members to ensure process compliance and continuous improvement.




Provides proactive ongoing monitoring of SLAs to ensure SLA compliance.
Perform ticket scrubbing for SLA exception and provide a report on SLA performance and exception
Analyze service metrics and key performance indicators (KPIs) to identify areas for improvement.
Align with Client Success Managers to ensure SLA data accuracy and reporting
Maintain accurate and up-to-date documentation of service management processes and procedures
Generate and present regular reports on service performance, trends, and improvement initiatives to leadership
Provide training and mentoring for functional teams to ensure that process guidelines are understood and followed.
Review trend analysis to conduct Proactive Problem Management and eliminate reoccurring issues
Ensure Asset Management processes are governed and enforced to maintain CMDB accuracy

Qualifications

Bachelor's Degree with overall experience of 5 years of work expe

📌 Service Management Senior Analyst-Bengaluru,India
🏢 Diversified.
📍 Bengaluru