Job Description: The Analyst, S ervice Management perform s cross -stack ITIL process management activities in line with DXC standards and customer requirements, following the agreed operating and governance model. This includes performing effective communication and coordination with account and delivery teams to drive complian ce with the ITIL processes. T he Analyst, Service Management can tell where a service towards our customer works well or fails and possesses the skills to identify and escalate process issues. T he Analyst, Service Management prepares, reviews and presents ITIL process performance reports to help achieve effective and efficient service management. Job Responsibilities The Analyst, Service Management is expected to : Support the established Service Management practices and processes for the account based on DXC and customer process model Execute cross -stack ITIL process activities as agreed for the account, which may include activities in one or more of the following areas - Change, Release, Capacity, Configuration, Availability, Problem, Incident, High-priority I ncident, Reporting or Service Level management Support the effective and efficient management of core Service Management processes Communicate and coordinate with account and delivery teams to drive complian ce with the ITIL processes in scope Review ITIL process performance reports and provide ITIL process performance statistics R espond appropriately to service impacting events M aintain relevant process documentation Activities Execute ITIL process activities in line with the requirements Ensure completion of in-scope Service Management deliverables R eview ITIL process performance to identify follow-up activities and issues to be addressed Attend operation al meetings and work with account and delivery teams to achieve good compliance with the ITIL process objective s Interact with internal stakeholders to execute ITIL process activities Interlock with delivery and account teams to obtain explanation on possible causes of issues that lead to process and service underperformance Identify failures in process execution Prepare reports to demonstrate the key delivery performance metrics of ITIL processes Drive account ITIL processes in line with key compliance and performance metrics Process governance S upport improvement initiatives on account and organizational level s Acquire knowledge of DXC and customer-specific tools and infrastructure Acquire knowledge of the automation opportunities related to Service Management Communicate and raise awareness of Service Management best practices Prepare and maintain updated operational work instructions and ITIL process-related documents as per the DXC global process standards Ensure the account ITIL processes are compliant wi th the applicable quality and security standards Key deliverables/measures M e et c ontractual obligations Account compliance to ITIL processes Operation al meetings regularly att ended Maintain interlock with account, delivery teams and customer counterparts P rofessional relationship established with a ccount m anagement, d elivery c apabilities, c ustomer and other key stakeholders Working Relationships Internal Account management and delivery teams Account Run Lead s External DXC customers Education degree and professional experience require d Degree in a commercially orientated subject, ideally with analytical skills Bachelor's degree 1 year of experience in a business role Skills Technical skills Good command of MS Office Awareness of ServiceNow Soft skills C ommunication and coordination skills: verbal, written, presentation and facilitation Focus on operational efficiency Collaboration and cooperation Ability to prioritize and perform multiple tasks Team p layer - a bility to bring together and work with a team of people with varied backgrounds and in a diverse multicultural environment Ability to take informed decisions Ability to work under pressure and handle stressful situations in a calm manner At DXC Technology, we believe strong connections and community are key to our success. 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