Service Management Analyst (ITIL) - Louisville, CO
Posted by: "Rick Chinberg" rchinberg@ghx.com
Working closely with Operations Management, will utilize the concepts of
ITIL (Information Technology Infrastructure Library) to gather metrics
and information, analyze trends, and establish baselines, create reports
and maintain documentation on Service trends within the GHX Operations
Organization.
Specific areas of focus to include:
* Service Level Management
* Service Catalog Management
* Capacity Management
* Availability Management
* Service Continuity Management
Principal duties and responsibilities:
* Establishes and maintains list of Key Performance Indicators
(KPI) that reflect business, user and organization requirements.
* Works with BI and Process team to administer Service Level
Management support tools and produce reports.
* Develops and manages real-time dashboard to track Service
Management metrics.
* Develops and manages monthly/quarterly scorecards to report
Service Management metrics.
* Participates in Change Advisory Board (CAB) to assess and
provide visibility into impacts of changes into existing controls.
* Gathers and analyzes availability/capacity data for reporting
and communications.
* Reports on availability to ensure agreed levels of
availability, reliability and maintainability are measured and monitored
on an ongoing basis.
* Assists in SLA negotiation efforts from an availability and
capacity standpoint.
* Coordinates the Service Pipeline via Project Initiation Flow
(PIF).
* Maintains Disaster Recovery planning documents, and ensures
they are kept current.
* Works with Operations Management to maintain a comprehensive
Disaster Recovery testing schedule.
* Provides regular reports on continuity readiness, plan test
results and other related issues.
* Participates in business continuity training, testing and
communication activities.
* Conducts ad-hoc SLM, Capacity, SCM and Availably analysis.
Required Skills:
* Excellent oral and written communication skills.
* Strong sense of initiative, with excellent problem solving
skills, creativity and results orientation.
* Ability to learn and apply new processes and techniques in a
fast-paced environment.
* Ability to organize information into structured processes.
* Advanced abilities with Microsoft Office Tools, with emphasis on
Excel spreadsheets. (PowerPoint, Word and Visio applications also
important)
* Understanding of primary IT technologies (Servers, Network,
Applications, Databases, etc)
* Ability to leverage technical applications to create efficient,
repeatable processes for reporting and analysis artifacts.
Preferred Skills:
* Knowledge of ITIL (or other IT Framework ITSM, MOF, ISO/IEC
20000, etc.)
* Knowledge of report writing tools, e.g. (Business Objects,
MSSQL Reporting, Crystal Reports, Xcelsius)
* Familiarity with Microsoft SharePoint.
* Basic Web Design for Information Collaboration.
Required Qualifications:
* Bachelor's degree in a related field or discipline, or
equivalent work experience.
* 2 - 5 years' experience in Information Technology or Business
Intelligence.
Willingness to work 2 - 3 weekends each year.
Preferred qualifications:
* ITIL v3 Foundation Certified.
* Experience working with metrics and balanced scorecards
helpful.
* Process and/or statistical background helpful.
APPLY NOW***In order to apply for this position, please follow the below
link to the GHX website: http://jobs-ghx.icims.com/jobs/intro
GHX provides equal employment opportunities (EEO) to all employees and
applicants for employment without regard to race, color, religion,
gender, sexual orientation, national origin, age, disability, marital
status, amnesty, or status as a covered veteran in accordance with
applicable federal, state and local laws. GHX complies with applicable
state and local laws governing non-discrimination in employment in every
location in which the company has facilities. This policy applies to all
terms and conditions of employment, including, but not limited to,
hiring, placement, promotion, termination, layoff, recall, transfer,
leaves of absence, compensation, and training.
GHX expressly prohibits any form of unlawful employee harassment based
on race, color, religion, gender, sexual orientation, national origin,
age, disability, or veteran status. Improper interference with the
ability of GHX's employees to perform their expected job duties is
absolutely not tolerated.
Rick Chinberg
Sr. Talent Acquisition Specialist
GHX
1315 W. Century Drive
Louisville, Colorado 80027
720.887.5398 direct
720.887.7000 main
303.570.3392 cell
720.887.7091 fax
rchinberg@ghx.com
