Job Description:
The Analyst, Service Managementperformscross-stack ITIL process management activitiesin line with DXC standards and customer requirements, following the agreed operating and governance model. This includes performing effective communication and coordination withaccount and delivery teams to drivecompliance with the ITIL processes. The 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.The Analyst, Service Managementprepares, reviews and presents ITIL process performance reports to help achieve effective and efficient service management.
Job Responsibilities
The Analyst, Service Managementis expected to:
1. Support the established Service Management practices and processes for the account based on DXC and customer process model
2. 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 Incident, Reporting or Service Level management
3. Support the effective and efficient management of core Service Management processes
4. Communicate and coordinate with account and delivery teams to drive compliance with the ITIL processes in scope
5. Review ITIL process performance reports and provide ITIL process performance statistics
6. Respond appropriately to service impacting events
7. Maintain relevant process documentation
Activities
8. Execute ITIL process activitiesin line with the requirements
9. Ensure completion of in-scope Service Management deliverables
10. Review ITIL process performance to identify follow-up activities and issues to be addressed
11. Attend operational meetings and work with account and delivery teams to achieve good compliance with the ITIL process objectives
12. Interact with internal stakeholders to execute ITIL process activities
13. Interlock with delivery and account teams to obtain explanation on possible causes of issues that lead to process and serviceunderperformance
14. Identifyfailures in process execution
15. Prepare reports to demonstrate the key delivery performance metrics of ITIL processes
16. Drive account ITIL processes in line withkey compliance and performance metrics
Process governance
17. Support improvement initiatives on account and organizational levels
18. Acquire knowledge of DXC and customer-specific tools and infrastructure
19. Acquire knowledge of the automation opportunities related toService Management
20. Communicate and raise awareness ofService Management best practices
21. Prepare and maintain updated operational work instructions and ITIL process-related documents as per the DXC global process standards
22. Ensure the account ITIL processes are compliant with the applicable quality and security standards
Key deliverables/measures
23. Meet contractual obligations
24. Account compliance toITIL processes
25. Operational meetings regularly attended
26. Maintain interlock with account, delivery teams and customer counterparts
27. Professional relationship establishedwith account management, delivery capabilities, customer and other key stakeholders
Working Relationships
Internal
28. Account management and delivery teams
29. Account Run Leads
External
30. DXC customers
Education degree and professional experience required
31. Degree in a commercially orientated subject, ideally with analytical skills
32. Bachelor's degree
33. +1 year of experience in a business role
Skills
Technical skills
34. Good command of MS Office
35. Awareness of ServiceNow
Soft skills
36. Communication and coordination skills: verbal, written, presentation and facilitation
37. Focus on operational efficiency
38. Collaboration and cooperation
39. Ability to prioritize and perform multiple tasks
40. Team player - ability to bring together and work with a team of people with varied backgrounds and in a diverse multicultural environment
41. Ability to take informed decisions
42. 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. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.