Senior Service Performance Analyst

2 weeks ago


London, United Kingdom L&G Recruitment Full time

Job Description

Job Title Senior Service Performance Analyst

Location London, Greater London

Job Description Primary Skill:

• 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

• f.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

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