IT Support Process Analyst
General Summary & Scope
• Resolve ITSM support issues to ensure operational efficiency.
• Offer recommendations to improve system usability.
• Initiate process enhancements across ITSM functions.
• Maintain documentation and logs for system operations.
• Develop dashboards and analyze data regarding service commitments.
• Partner with stakeholders to explore automation and process improvement opportunities.
• Manage performance metrics including SLAs, OLAs, and KPIs.
• Ensure effective implementation of service management processes based on ITIL practices.
• Revise documentation and assist in training for ITSM tools.
• Generate reports and collaborate with cross-functional teams to collect relevant data.
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