ITIL Service Management Professional

1 day ago


Cheltenham, Gloucestershire, United Kingdom KnowBe4, Inc. Full time

We are seeking a highly skilled ITIL Service Management Analyst to join our team at KnowBe4, Inc. in the United States. This is a full-time position that offers a competitive salary range of $60,000 - $80,000 per year.

Job Description

The ITIL Service Management Analyst will play a key role in the Service Management function at KnowBe4, Inc. This team is responsible for managing and maintaining working practices, influencing adoption, and providing governance for all Service Management principles.

Responsibilities:
  • Major Incident Management
    • Chair and coordinate Service Bridge meetings.
    • Maintain a clear timeline of activities.
    • Document and share internal updates.
    • Provide customer updates via the Service Status page.
    • Create Major Incident Reports for aligned customers.
  • Incident Management
    • Trending of Incident records to identify potential Problem records.
    • Track SLA achievement and chase for resolution or escalate where required.
    • Track quality of tickets logged and provide feedback to teams based on categorisation, priority, and level of detail.
  • Problem Management
    • Identify and create or triage incoming Problem records.
    • Manage Problem records for internal and customer issues.
    • Coordinate investigations with resolver groups to identify Root cause(s), Workarounds, and resolution.
    • Communicate when workarounds have been identified with internal resolver teams.
    • Communicate with Customers when Problem tickets have a resolution date set.
  • Change Enablement
    • Review any incoming changes for quality and adherence to minimum data requirements.
    • Gather technical and customer approvals as required.
    • Track Change progression and completion, follow process based on success or failure.
    • Maintain the Forward Schedule of Change (FSoC).
    • Provide daily/weekly communications on change activity to stakeholder groups.
    • Manage CAB meetings accordingly.
  • Other responsibilities
    • Produce and share customer Monthly/Quarterly Service Reporting.
    • Produce and track daily metrics aligning to data quality, process alignment, and success rates.
    • Produce the weekly report documenting the highlights and gaps for Service Management within that timeframe.
    • Attend any meetings as required.

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