Full-Time IT Service Management Platform Analyst

This role manages and improves service management platforms, workflows, supporting service catalogue and service portal development, oversees vendor management, and optimizes service management processes.

Platform Development & Configuration:

• Leads development and enhancement of IT Service Management platform for improved service delivery and user experience.
• Designs and develops service catalogues, service portals, and knowledge management systems.
• Ensures effective management of service requests, incidents, and changes through the platforms.
• Develops, configures, and maintains platform integrations, workflows, and automation aligned with business needs.

Vendor Management:

• Manages relationships with external vendors and service providers to ensure service delivery meets SLAs.
• Collaborates with vendors for smooth platform updates, system integrations, and troubleshooting.
• Oversees and reports on vendor performance, contract renewals, and service delivery metrics.

Process Improvement:

• Identifies opportunities for process optimization and automation within service management platforms.
• Ensures compliance with ITIL practices and service management standards.
• Assists in gathering and analyzing data to drive continual service improvement.

Service Catalogue & Service Portal Development:

• Collaborates with business stakeholders to gather requirements for service catalogue items and portal functionalities.
• Designs and implements new catalogue items and streamlines workflows for user requests.
• Creates user-friendly and intuitive service portal experiences to improve user engagement and satisfaction.

Collaboration & Support:

• Works closely with cross-functional teams (IT, operations, business units) to deliver service management solutions.
• Provides training and support to internal users on effectively using the service management platform and tools.
• Troubleshoots and resolves platform-related issues, working with internal teams or vendors for timely solutions.

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