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    Sr. Service Performance Analyst - London, United Kingdom - FalconSmartIT

    FalconSmartIT
    FalconSmartIT London, United Kingdom

    4 days ago

    Default job background
    Description

    Role: Senior Service Performance Analyst

    Location: London, UK

    Duration: preferably Permanent – if contract, then 6 months

    Is it Onsite/Remote/Hybrid: Hybrid

    Job Description:

    Primary Skill:


    • Graduate (minimum), BE/B. Tech/MBA preferred


    • Practical experience as ITSM Lead with at least 4-5 ITIL processes including Incident, Problem, Catalog, Request, Change, HAM, CMDB, Knowledge, Service Level etc.


    • Hands-on work experience on at least one Service Management tools like ServiceNow, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow is preferred)


    • Excellent English communication skills, both written and verbal, including business writing skills


    • Experience of performance data analysis of ITIL processes


    • Ability to work with all levels of client, especially senior management and internal resources


    • Positive learning attitude and willing to work in team environment

    Secondary Skill:


    • SIAM or multi-vendor IT Service Management lead with deep technology exposure


    • Strong business relationship management skills while working with multiple support groups, stakeholders, senior management etc., experience with large / complex customer environment in past would be preferred


    • ITIL Foundation certified, Intermediate is preferred


    • Project Management experience in past is preferred


    • ITSM lead experience with at least a team of 4-5 resources


    • Strong customer service orientation


    • Comfortable with and effective using MS Office applications specially Excel & PPT


    • Close attention to detail and accuracy


    • Deadline driven and results oriented


    • Flexible attitude and ability to interact with a diverse business user community and changing environment

    Knowledge, Skills, Experience & Qualifications


    • Must be proficient across all ITIL processes and ITIL accredited to at least version 3 Practitioner level


    • Must have extensive experience governing service in a multi-tier SIAM model (internal & external suppliers) – min. 3yrs experience.


    • Must be proficient in chairing IT Svc Performance /Governance meetings – min 3yrs experience.


    • Must be proficient in defining KPIs, performance targets & performance metrics–min 3yrs experience


    • Must have experience in Continual Service Improvement (CSI) – min. 2yrs experience.


    • Must be able to work on own initiative and make decisions.


    • Must have strong organisational skills and be able to multi-task.


    • Must have excellent communication skills (written and verbal) and able to communicate effectively at all levels both internally and externally.


    • Should be able to manage conflict and negotiate successful outcomes.


    • Excellent interpersonal and influencing skills, in particular service orientation and be able to build & maintain effective relationships with suppliers and internal customers.


    • Should have good analytical and reporting skills and be proficient in reporting from Service Now


    • Should have experience in Service Level Management (SLAs, OLAs, KPIs & underpinning Contracts)


    • Should have experience producing service governance artefacts e.g. report packs, balanced scorecards


    • Desirable if experienced in defining SLAs in multi-tier SIAM model (internal & external suppliers)


    • Desirable if experienced and participated in Audits relating to supplier governance

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