ITSM/ITOM ANALYST - HYBRID

Location: Pittsburgh, PA - Hybrid (Occasional days in the office, could be 2 days per week but not with regularity)

Job Type: Full Time / Contract

Work Authorization: No Sponsorship

The A.C.Coy company has an immediate opening for an ITSM/ITOM Analyst.  Ideal candidates must have a functional knowledge of ServiceNow Incident Management and CMDB modules.  Project management or project coordination experience is also required.  

• Aid in the development and rollout of ITSM/ITOM best practices.
• The role will primarily support two areas within Enterprise Operations team:
• Support of Service Operation Incident Management:
  • Support the Incident Manager to manage incidents across Operation and minimize business disruption
  • Coordinate across technical teams, vendors, and stakeholders and establish effective communication
  • Conduct post-incident reviews and root cause analysis
  • Identify patterns and propose improvements to reduce incident frequency
  • Enhance automation and monitoring to bring more reliability
  • Measure and improve customer satisfaction related to operational incidents

• Support of Service Transition Configuration Management:
  • Assist in the development of processes and reporting to maintain accurate and up-to-date Configuration Management Database (CMDB)
  • Build a project plan to establish and rollout end-to-end service mapping to visualize infrastructure dependencies
  • Work with CMDB manager to develop the mapping and supporting processes; for rollout and ongoing maintenance
  • Work with both the technical team and stakeholders to build a project plan for rollout of service mapping
  • Work with the stakeholders to demo the service mapping feature and benefit
  • Lead the implementation of service mapping incrementally across critical applications/platform
• Leverage CMDB and Service Maps to enhance incident management and improve Client security posture
• Develop reporting of the use and impact of Service Mapping within the organization

Qualifications:

• ITSM/ITOM knowledge - 5+ years
• Project coordination/Project manage skills (small projects of multiple weeks to a month) - 5+ years
• Functional knowledge of ITSM Incident Management module and CMDB service mapping (be able to explain how it works)
• Experience performing post incident reviews and root cause analysis for service operation incident management