Overview
The Service Management Analyst is responsible for process management, development, and implementation of advanced IT Service Management processes and the continued measurement and evaluation of those processes. The role supports the development, management, and administration of ITSM processes, including Incident, Change, Problem, Configuration, Asset, and Request Management, as applicable. The Service Management Analyst facilitates communication between the IT department and its customers to define and maintain processes and business relationships as needed and requires extensive contact and work with employees at all levels of the organization. The position is expected to exercise good judgment in developing and implementing best practices, prioritizing assignments, and resolving issues. At the Service Management Analyst II level, the role assists with the development, management, and administration of ITSM processes. At the Senior level, the role ensures IT business practices are designed for high quality and that continuous improvement is pursued based on measurement and analysis methods and techniques, while working with minimal supervision.Core Responsibilities Service Management Analyst II
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Assist in developing and maintaining IT Service Management Processes based on continuous improvement and process quality concepts and methods.
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Assist in managing compliance and audit related requests for IT Service Management processes.
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Change and Configuration Management Processes
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Monitor the controlled technology environments for SPP business systems to ensure Change Management processes are followed.
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Assist in determining the appropriate priority and risk level of changes.
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Review changes for process integrity.
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Provide Change Management reports to management and other staff.
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Problem Management Process
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Ensure Problem Management processes are being followed.
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Maintain inventory of problems under analysis and their current progress and status.
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Identify trends, coordinate meetings, and follow up on issues and progress with problem owners where necessary.
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Assist in managing the Asset Management process.
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Analyze and review metrics as part of a continuous improvement lifecycle to assure that processes operate efficiently and meet their intended purpose.
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Provide training in business process management and ITSM processes to SPP employees as needed.
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Ensure processes and policies are being followed.
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Provide ITSM process expertise to SPP staff, organizations, committees and working groups.
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Assist the Manager, IT Service Management as required.
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Manage special projects as assigned.
Core Responsibilities - Senior Service Management Analyst
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Develop and maintain IT Service Management Processes based on continuous improvement and process quality concepts and methods.
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Manage compliance and audit related requests for IT Service Management processes.
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Work with vendors and IT staff to review, update, and document timelines for IT project initiatives.
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Manage the Change Management Process:
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Maintain change and configuration management process documentation.
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Monitor the controlled technology environments for SPP business systems to ensure Change and Release Management processes are followed.
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Assist in determining the appropriate priority and risk level of changes.
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Provide leadership and coordination to assure that changes and releases are completed, documented, and tested for process integrity.
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Provide Change Management reports to management and other staff.
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Assist in managing the Configuration Management Process.
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Assist in managing the Incident Management Process.
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Assist in managing the Problem Management Process.
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Assist in managing the Asset Management Process.
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Analyze and review metrics as part of a continuous improvement lifecycle to assure that processes operate efficiently and meet their intended purpose.
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Collect and define requirements and participate in the technical design, test planning, and user documentation processes of our ITSM platform.
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Assist with the installation, configuration, maintenance, and support of assigned application systems.
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Provide training in business process management and ITSM processes to SPP employees as needed.
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Ensure processes and policies are being followed.
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Mentor peers at the same level and below.
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Provide ITSM process expertise to SPP staff, organizations, committees and working groups.
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Assist the Supervisor, IT Service Management as required.
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Manage special projects as assigned.
Required Qualifications
- Bachelor's Degree in a Business or Information Technology related field, or equivalent experience.
- Level II: 3 years Information Technology experience is required or an equivalent combination of education and work experience
- Senior: 6 years Information Technology experience is required or an equivalent combination of education and work experience
Southwest Power Pool Inc.
415 N McKinley
Little Rock
Arkansas United States
www.spp.org
