Overview
Job Description: The Analyst, Service Management performs cross-stack ITIL process management activities in line with DXC standards and customer requirements, following the agreed operating and governance model. This includes effective communication and coordination with account and delivery teams to drive compliance 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 Management prepares, reviews and presents ITIL process performance reports to help achieve effective and efficient service management.
Responsibilities
* 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 Incident, 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 compliance with the ITIL processes in scope
* Review ITIL process performance reports and provide ITIL process performance statistics
* Respond appropriately to service impacting events
* Maintain relevant process documentation
Activities
* Execute ITIL process activities in line with the requirements
* Ensure completion of in-scope Service Management deliverables
* Review ITIL process performance to identify follow-up activities and issues to be addressed
* Attend operational meetings and work with account and delivery teams to achieve good compliance with the ITIL process objectives
* 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
* Support improvement initiatives on account and organizational levels
* 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 with the applicable quality and security standards
Key deliverables/measures
* Meet contractual obligations
* Account compliance to ITIL processes
* Operational meetings regularly attended
* Maintain interlock with account, delivery teams and customer counterparts
* Professional relationship established with account management, delivery capabilities, customer and other key stakeholders
Working Relationships
Internal
* Account management and delivery teams
* Account Run Leads
External
* DXC customers
Education degree and professional experience required
* 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
* Communication and coordination skills: verbal, written, presentation and facilitation
* Focus on operational efficiency
* Collaboration and cooperation
* Ability to prioritize and perform multiple tasks
* Team player - ability 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
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