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    Senior Analyst - bangalore, India - 3M

    3M
    3M bangalore, India

    3 weeks ago

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    Description

    Senior Analyst - IT Service Delivery

    Experience: 5 to 8 years.

    EMEA / APAC – rotational (with possibility of weekend working or late hours, only on call support)

    Job Description:

    • Analyze Data and create Reports for Service Management KPIs and performance, e.g. Incident Management, Problem Management and Change Management.
    • Identify process gaps and follow up on mitigation.
    • Support IT Service Reviews and Continuous improvement activities.
    • Escalation Management of Major Incidents as part of a weekly on-call rotation.
    • Coordinate Problem Management activities for Major Incidents (Post Event Activities)
    • Provide training and support on the ITIL v4 Service Management Framework, 3M service management processes and service metrics.

    Basic qualifications:

    • ITIL V4 Foundations certified.
    • ITSM, Service Management.
    • Possess an associate degree or higher from an accredited institution (completed and verified prior to start).
    • 5 + years of experience leading/managing ITIL Incident management, change management, problem management for application and/or infrastructure services.
    • Excellent written and verbal communication skills in English with the ability to effectively tailor communication of technical issues to various audiences.
    • Excellent Knowledge on common IT Tools like MS Office, Excel, OneNote, Teams, etc.
    • Self-starter with flexibility and high energy to meet the needs of a demanding business and IT environment.
    • Data Analysis skills including interpretation and visualization of IT Service data.
    • Knowledge of a Service Management Tool Suite, preferred ServiceNow.
    • Incident management bridge
    • Escalation Management of Major Incidents as part of a weekly on-call rotation.
    • Coordinate Problem Management activities for Major Incidents (Post Event Activities)

    Preferred qualifications:

    • Bachelor's degree or higher from an accredited university in Computer Science or MIS. (Bachelors of Engineering or Master in Computers or IT).
    • Knowledge of Project Management, Lean/Agile, Six Sigma
    • Demonstrated ability to drive change through influence.
    • Ability to multi-task with outstanding organizational skills.
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