IT Service Management Analyst Resume Sample
Everardo Friesen
86790 Hintz Estates,
Los Angeles,
CA
+1 (555) 223 3288
Work Experience
Senior IT Service Management Analyst
02/2018
-
PRESENT
Phoenix, AZ
- Participate in a variety of projects related to networks infrastructure and data center technologies, ranging in both size and scope
- Assess, design and implement network solutions
- Preparing project's analyses (infrastructure, market, processes)
- Experience at presenting to senior management
- Has demonstrated the ability to lead, facilitate and motivate cross- functional teams and global forums
- Is a self-starter who is adept at translating concept to solution and turning strategy into tactical implementation
- Is able to work independently, has solid decision-making skills and sound business judgment
- Has solid experience using MS Visio , MS Project and MS PowerPoint
- Experience managing and reporting SOX compliance and facilitating internal and external audits
IT Service Management Analyst
11/2012
-
10/2017
Los Angeles, CA
- Understands CI and service classifications concepts
- Support the Service Management team (SMT) with the operation and governance of ITIL processes within the EMEA Production Service (PRD) perimeter, with a focus on process compliance and data quality
- Perform data analysis tasks to build and run MIS reports on defined KPIs, using tools including ServiceNow, Microstrategy and Excel
- Gain a good understanding of the ITIL framework, and engage with PRD teams to promote best practices and processes
- Business Continuity Management: responsible for updating team BIA’s, planning DR testing and following up DR post-test issues
- Regular review of ITEC Disaster Recovery plan
- In a similar role or as a Financial Analyst
- General understanding of Information Technology (IT) and IT equipment
Education
Maharishi University of Management
2006 - 2011
Bachelor's Degree in Computer Science
Professional Skills
- Strong organization and multi- tasking skills with demonstrated ability to meet deadlines
- Strong consulting and negotiation skills; ability to function effectively within matrix management situations & under dynamic mandates
- Project Management skills and certification; good analytical and planning skills
- Strong troubleshooting, analysis and diagnostic skills
- Strong customer service and oral/written communication skills
- Strong presentation skills to all levels of the organization
- Excellent written and verbal communication skills; ability to work well across multiple teams and with staff at all levels of the organization
How to write IT Service Management Analyst Resume
IT Service Management Analyst role is responsible for technical, organization, software, analysis, training, communications, design, facilitation, analytical, reporting.
To write great resume for it service management analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For IT Service Management Analyst Resume
The section contact information is important in your it service management analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your IT Service Management Analyst Resume
The section work experience is an essential part of your it service management analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous it service management analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular it service management analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative IT Service Management Analyst resume experience can include:
- Strong software skills - especially in MS Excel
- Work effectively in an international team
- Demonstrate a good awareness of relevant business activities
- Evidence of working and engaging with customers and especially senior business stakeholders
- Hands on experience creating and maintaining business relationships
- SAP experience in finance, project systems and material handling
Education on an IT Service Management Analyst Resume
Make sure to make education a priority on your it service management analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your it service management analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in IT Service Management Analyst Resume
When listing skills on your it service management analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical it service management analyst skills:
- Possess strong problem solving, analysis and diagnostic skills
- Work independently, self-starter with good time management skills
- Good communication and presentation skills to all audiences
- Good business credentials, business domain knowledge and business analytical skills
- Proven ability to navigate the technology environment and work effectively with multiple groups
- Strong analytical skills and a strategic mindset
List of Typical Experience For an IT Service Management Analyst Resume
1
Experience For Senior IT Service Management Analyst Resume
- Strong facilitation and communications skills both verbal and written
- Commitment to work collaboratively and create a positive team environment with a proven ability to manage priorities and work on a variety of projects
- Advanced skills and methodologies associated with process and software design, modification and implementation
- Transfer process management skills to all levels of the organization
- Advanced computer skills and proficiency in MS Excel, Word, Outlook, and PowerPoint
2
Experience For IT Service Management Analyst Resume
- Effectively communicate with various levels of IT across multiple disciplines
- Has 3+ years hands-on experience leading and managing projects
- Develop effective working relationships at all organizational levels
- Experience working with Windows 7,
- Experience working with Microsoft Office Suite,
- Experience working with Internet Explorer
- Experience with monitoring tools (ManageEngine OpManager, HP IMC)
- Experience with Scheduling Tool (Control - M)
3
Experience For Senior IT Service Management Analyst Resume
- Experience in a federal agency, DoD, or DON IT, including IT service management project work
- Implement, operate and improve it service operation particularly incident management, change management, configuration management processes
- Validate service is restored/outline post incident plan
- Experience with enterprise-level ITSM tools
- Establish strong ITIL-based process governance across the IS organization
- Monitor tickets to ensure they are assigned, the appropriate priority is applied and SLAs are met
- Experience implementing vendor solutions for large-scale, enterprise systems
4
Experience For IT Service Management Analyst Resume
- Experienced with data transformation and real-time integration strategies and technologies ( Web Services, Messaging)
- Validate Change Requests and Manage stakeholders related to IT Service Management
- Experience with hands-on implementation of ITIL best practices desired. ITIL v3 Foundations certification required
- IT operations or ITSM process management experience
- Experience gained in a similar role would be an advantage
- 4-7years of relevant experience within Information Management
- Proven ability to identify resource needs, perform quality review, and escalate workflow issues appropriately
- Creating and maintain roadmap for all ‘in scope’ ITSM processes
- Reporting and Metrics –Define and build reports, metrics, and dashboards for ITSM processes, scorecards, and performance plans
5
Experience For Senior IT Service Management Analyst Resume
- Leading projects to implement improvements to IT service management policy, process, procedures, work instructions and tools
- Utilize HP monitoring tools and any non - HP monitoring tools for troubleshooting and alerting
- Coordinates lease term equipment pickup requests including selecting and scheduling truck routes across the Southern Company service territory
- Recommend improvements regarding processes, reporting, communication, training and tools
- Responsible for developing and championing the specialised support service and providing specialist advice to a range of decision makers
- Leads the rollout of new processes or improvements on existing processes or tools and systems, and provide necessary training to the operation team
- Provide training and coaching when required
6
Experience For IT Service Management Analyst Resume
- Provides work direction and oversight of warehouse activities including verification of incoming inventory and the updates to appropriate IT management systems
- Be responsible for the feeding into the quality of reporting on Service and performance
- Review existing processes and scope of work to bring these processes into line with standard ITSM practice
- Support the IT Service Delivery Manager in building the ITSM function, analysing current processes and identify improvements in line with the ITIL framework
- Lead the rollout of new processes or improvements to existing processes or tools and systems, and provide necessary training to the operation team
- Assist in driving and promoting Service Management best practices in process areas such as Incident, Problem, Change and Vendor Management
- Assist in driving the Problem Management process with following up on action items from RCA meetings with teams
- Leads the rollout of new processes or improvements on existing processes or tools and systems, and provide necessary training to other IT teams
7
Experience For Senior IT Service Management Analyst Resume
- Own all formal communications during a major system outage, ensuring IT management and the businesses are kept updated until the incident is resolved
- Partner with problem management on detection of potential trends; driving down repeat, service impacting failures
- Work closely with the business and supporting customers from all levels of the organisation including senior executives
- A basic understanding of enterprise server/storage/backup/DB/Application solutions supporting a large enterprise environment
- Provides support and proposal to service owners with a view to continuously improving service quality
8
Experience For IT Service Management Analyst Resume
- Organizes training and communications to promote the it service management processes and practices in it community and user community
- Facilitate the negotiation of service performance criteria resulting in SLA’s and OLA’s with IT service owners, service contributors, and customers
- Proactively manage the Business Accounting for IT Services process
- Provide commentary for the monthly Service Reporting and SOX reports
- Performs as a team player willing to assume tasks regardless the size or responsibility
- Always be looking for opportunities to improve processes\procedures
9
Experience For Senior IT Service Management Analyst Resume
- Serves as a resource to the Workplace Support team with questions regarding best practices protocol for Break-Fix/Lease Term related matters
- Is responsible for driving “day to day” processes within GroupIT. This requires the Service Management Analyst to
- Provide Guidance to junior resources for assessing operational impact
- Provide support and proposal to service owners with a view to continuously improving service quality
- Organize training and communications to promote the IT service management processes and practices in IT and user community
10
Experience For IT Service Management Analyst Resume
- Assist in maturing all SMO processes
- Analyse and consult on the current ITSM backlog by ascertaining the business requirements, use cases and user stories where applicable
- Assist with training others on Event Management
- Ensure process adoption and compliance through communication and training
- Develop reporting and KPIs on Event Process
- Assists in the monitoring of ITSM activities for compliance with applicable rules and regulations
- Ensures operating manuals and procedural documents stay current when policies or processes change
List of Typical Skills For an IT Service Management Analyst Resume
1
Skills For Senior IT Service Management Analyst Resume
- Strong IT experience including managing in ITIL based support operations
- Strong verbal and written communication capabilities with experience of interaction at Senior
- Build skills in service management, vendor management & budget management
- Superior oral and written communication skills within a business and /or technical context
- Work effectively in an international team environment
2
Skills For IT Service Management Analyst Resume
- BS and 1+ years of IT experience, or any combination of education and experience
- Working experience related to it operation support, including systems and networking, performance, and availability monitoring and analysis
- Experience with organizational change management, including leading and influencing change
- Experience with working in a data center, including managing across a life cycle
- Experience developing and implementing operating level agreements
- Seeks opportunities to learn and demonstrates initiative to maintain a working knowledge of our changing IT environment
3
Skills For Senior IT Service Management Analyst Resume
- Experience with leading and implementing ITSM initiatives
- Experience with service strategies, including developing a level of services or service level agreements
- Experience in implementing and operating change and configuration management processes
- Experience in planning and implementing process integration and automation
- Experience working with Remedy ITSM Application suite of products
- Strong understanding of best practice process design, process development, process implementation methodologies, tools, and techniques
- Strong understanding of project delivery
- Experience of working in Agile project methodologies
- Experience troubleshooting complex systems issue
4
Skills For IT Service Management Analyst Resume
- Strong understanding of ITIL and how it contributes to the delivery of a product or service
- Experience managing all aspects of the process development, improvements, strategy and support through its lifecycle
- With experience in process improvement and reengineering
- Experience in finance and accounting operations an advantage
- Solid understanding of technology infrastructure, application stacks, and broad knowledge of associated technologies
- Experience with other ITSM frameworks, including control objectives for Information and Related Technologies (COBIT) or ISO/IEC 2000
- Experience in all aspects of the process management lifecycle
- Service Delivery / Management experience in a complex / large scale internal and external
- Validation of data and quantify area for improvement
5
Skills For Senior IT Service Management Analyst Resume
- Technical Proficiency: Demonstrated technical expertise in using current IT service management tools and support technologies
- Able to demonstrate initiative and a proactive approach to daily responsibilities
- Able to manage and prioritise and tasks and time efficiently
- Experienced Service Management professional
- Experience of the Software Development Life Cycle
- Previous experience in shared services or IT service deployment environment
- Experience in Service Management
- Experience in Infrastructure Services or similar environment
6
Skills For IT Service Management Analyst Resume
- Practical experience and knowledge of IT service management
- IT operations or IT Service Management process experience
- Solid understanding of technology infrastructure and broad knowledge of associated technologies
- Provide support to the business on the chosen ITSM tool, the associated processes and resourcing required to operate the support delivery
- Experience with Apptio TBM Product Suite
- Experience with IT financial management processes and chargeback of IT services
- Competence, experience and certification in IT Infrastructure Library would be an added advantage
7
Skills For Senior IT Service Management Analyst Resume
- Works directly with our leased equipment vendors (HP, Dell, Panasonic, & Xerox) to resolve any abnormal equipment related issues the company experiences
- Implement, operate and improve IT service operation for all processes, with a focus on Service Request
- Responsible for the prioritization of process improvements and drives those improvements
- General knowledge and experience of Windows Server administration, server maintenance, server-side change management etc is an advantage
- Implement, operate and improve IT service operation for all processes, with a focus on IT Event Management
8
Skills For IT Service Management Analyst Resume
- Recommending any improvements regarding processes, reporting, communication, training and tools
- Providing support and usability training on the ITSM platform
- Ensuring process adoption and compliance through communication and training
- Gathering requirements from service owners for reporting, metrics and automation
- Training and evangelizing the IT service management processes
- Understanding of local area networks in a VoIP environment is required
9
Skills For Senior IT Service Management Analyst Resume
- Willing to learn new tools to support new initiative
- Reporting on breeches to SLA/OLA
- Providing support and assistance to all ITSM process owners
- Acting as a subject matter expert for process integration and automation opportunities
- Performing daily service management operational activities as needed
- Obtaining the technical and organizational knowledge required to perform operational activities
10
Skills For IT Service Management Analyst Resume
- Producing reports based on defined measures, metrics and key performance indicators
- Using the process, procedures, work instructions, policies, required documentation and tools as designed
- Managing the documentation & artifacts that support IT service management processes
- Working with ePMO and Project Managers to ensure full adherence to the process
- Working with key stakeholders to ensure full adherence to the process
- Using the Nielsen Brandbank security policies, provide input into IT security processes to identify accountability for compliance and best practice
- Schedules monthly shipments of equipment to leasing companies; including developing Bills Of Lading, shipment tracking, etc…
- Responsible for planning, training, coordinating and driving strategies for Service Catalog and other processes
- Responsible for establishing and maintaining technical certifications for SCS technicians providing that break/fix support
List of Typical Responsibilities For an IT Service Management Analyst Resume
1
Responsibilities For Senior IT Service Management Analyst Resume
- Demonstrated skills in IT process design and implementation
- Possession of excellent data analytics skills
- Organizational Awareness: Understands agendas and perspectives of others, recognizing and effectively balancing team interests and needs with those of Group IT
- Experience with change and configuration management, including the incident and request process, such as escalation and prioritization
- Experience in a Service Management role, preferably Release Coordinator, Release Manager, or other Release Management experience
- Strong working knowledge of Project Management principles and tools
- Strong working knowledge of implementation, operationalization, and continuous service improvement of IT Service Management processes
- Experience with working in a Scaled Agile Framework (SAFe) or Agile environment
2
Responsibilities For IT Service Management Analyst Resume
- Experience in managerial level IT
- Excellent communications with the ability to engage all levels of the organization
- Experience with Incident, Problem, Change, Release, Configuration, Knowledge, Vendor, and Request Management processes in a diverse technology environment
- Job related to it work experience and process management
- Experience in information technology or process improvement
- Incident Management experience in an operation center
- Has 3-5 years directly related experience in a global service management operation
- Willing to work under stringent deadline and participate in weekend standby occasionally
3
Responsibilities For Senior IT Service Management Analyst Resume
- An understanding of the IT Service Management Model, including industry best practices for ITIL processes, and success factors/KPIs
- Automate process through scripting – preferably PowerShell
- Assist with preparing for strategic vendor QBRs
- Advanced knowledge of business and process analysis functions. Current state process mapping, analysis of data, process improvement and documentation
- Conduct and facilitate training sessions
4
Responsibilities For IT Service Management Analyst Resume
- General knowledge of Load Balancing (F5 or other), Network (Telephony / VOIP)
- Analyze day-to-day ITIL functions and processes to ensure they are performing within predetermined guidelines, limits, and specifications
- Update the incident reporting systems with status and resolution information
- Facilitate weekly operations meeting with process owners and senior leaders
- Work in a diverse cross-segment team covering 50+ sites
5
Responsibilities For Senior IT Service Management Analyst Resume
- Identification of continual improvement and driving those improvements
- Work with technical architects and related stakeholders to implement, maintain and improve the service management process and the ticketing system tools
- Working within a Service Management / ISO 20000 environment
- Collaborate with various technical teams and business units to deliver business process reengineering programs across the IS Organization
- Thorough understanding of the Brandbank IT services
- Knowledge of and ability to troubleshoot and repair PC hardware, operating systems, and associated peripheral and software components
- Broad understanding of IT Operations and IT Infrastructure & Applications
- Analyze, review and report incident results against the criteria established in SLA’s
6
Responsibilities For IT Service Management Analyst Resume
- Proactively manage the Release Management process
- Continually improve the process
- Proactively manage the Business Relationship Management process
- Work closely with Chief of Staff department to ensure compliance to process
- Proactively manage the Supplier Management process
7
Responsibilities For Senior IT Service Management Analyst Resume
- Proactively manage the Risk Management process
- Provide data for audits when required by the SOX auditors
- Complete Ticket and Process audits
- Complete HPSM ticket audits as per the schedule
- Ensure all Process meet ISO 20000 requirements
8
Responsibilities For IT Service Management Analyst Resume
- Complete Internal Audits when scheduled
- Provide data when requested to the ISO Auditors
- Regular update the SMS improvement plan
- Along with other Service Management team members provide support on HP SMS Toolset (HPSM, Asset Manager and uCMDB)
- Independently developing, analyzing, managing and publishing KPIs/Metrics to be used to measure the effectiveness and efficiency of the ‘in scope’ ITSM processes
9
Responsibilities For Senior IT Service Management Analyst Resume
- Collaborate with cross-functional teams that contribute to the definition of these processes, standards, and methodologies, their adoption and governance
- Drive continuous process improvement, including regular updates of the process and procedural documentation to increase competency and efficiency of the ITSM processes
- Independently perform evaluations of RNDC business/operations that require supporting technical process functions to determine necessary requirements for the Service Now tool enablement
- Critically analyzes current processes and independently models new or more efficient processes as replacements. Develops required changes and implements what’s needed with minimal supervision
- Responsible for reviewing Service Now software release upgrades and determining impact on existing RNDC processes. Make any modifications required, test, and implement changes to the platform
- Creates, maintains, or adapts Service Now related metric information to support the effective use of scorecards, Key Performance Indicators, and Service Level Agreements within Corporate IT
- Implements new or changed processes in support of the business
- Interacts with internal associates throughout RNDC as a representative of Corporate IT
- Flexibility, able to deal well with ambiguity and ability to learn quickly
10
Responsibilities For IT Service Management Analyst Resume
- Able to exert influence in order to reach a solution
- Acts as a key escalation point for high-priority service level failures, including after-hours support on a rotational basis, and drives the resolution of incidents in line with BioScrip business critical priorities and service targets
- Ensures effective prioritization of Incidents and Problems across teams, and provides compliance and performance feedback to IT teams in line with Service Level Agreements and Key Performance Indicators
- Analyzes trends from multiple data sources to drive future service level improvements and provide input and direction for the implementation of Service Improvement Plans
- Supports metrics and reporting on Service Management quality and operations across Incident, Problem and Change Management processes
- Follow-up with PRD teams to ensure processes are being followed
- Maintains the currency of policy and procedure documentation
- Produce regular management reports to pre-defined deadlines
- Assist PRD team in ad-hoc tasks\projects
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