Job DescriptionThe Service Delivery Assurance Analyst will play a pivotal role in the rollout and monitoring of IT Service Management (ITSM) processes within our organization using ServiceNow.
This position involves implementing ITSM best practices, developing a robust SLA matrix, and ensuring that our managed ICT services meet or exceed client expectations.
The ideal candidate will have a strong background in ITSM, excellent analytical skills, and experience with service performance metrics.
Key Responsibilities 1.
ITSM Implementation• Support the rollout of ITSM processes using ServiceNow, ensuring alignment with industry best practices and organizational goals.• Collaborate with various teams to configure and customize ServiceNow modules to optimize IT service delivery.
2.
Monitoring and Evaluation• Continuously monitor ITSM performance and process adherence through ServiceNow, identifying gaps and areas of improvement.• Analyze service delivery metrics and provide insights on adherence to ITSM processes.
3.
SLA Development• Propose and establish appropriate Service Level Agreements (SLAs) that align with client requirements and operational capabilities.• Create a comprehensive SLA matrix to ensure clarity around service expectations and responsibilities.
4.
Reporting and Analysis• Develop and maintain performance reports and dashboards, providing transparency into service delivery performance.• Analyze service performance against established SLAs and present findings to stakeholders, highlighting trends and areas for improvement.
5.
Continuous Improvement• Collaborate with cross-functional teams to develop and implement action plans for improving service delivery based on analysis and feedback.• Conduct regular reviews of ITSM processes and SLAs to ensure they evolve with changing business needs and industry standards.
6.
Stakeholder Engagement• Serve as a liaison between Service Delivery and Sales Management to communicate service performance, SLA adherence, and areas for enhancements.• Provide training and support to team members on ITSM processes and tools within ServiceNow.
7.
Documentation and Compliance• Ensure proper documentation of ITSM processes, SLAs, and performance metrics, aligning with organizational standards.• Assist in compliance monitoring to ensure that service delivery meets internal policies and external regulations.
Requirements• Bachelor's degree in Information Technology, Business Administration, or a related field.• At least 5 years of experience in IT Service Management, service delivery, or a related role within the ICT industry.• Proficient in ServiceNow or similar ITSM tools, with a solid understanding of ITIL frameworks.• Strong analytical and problem-solving skills, with experience in performance metrics and reporting.• Excellent verbal and written communication skills, with the ability to present complex information effectively.• Detail-oriented with a focus on quality assurance and service excellence.• Ability to work collaboratively in a team environment and manage multiple projects effectively.