Applications Support Analyst - ITIL Implementation and Operations

Role: Applications Support Analyst - ITIL Implementation and Operations

Location: Alameda, CA

Level: Mid Level (7 -8 years IT experience, 4-5 years ITIL experience)
Job Description: The consultant for ITIL Implementation and Operations is a member of the ITIL Team to build and operate various ITIL products and services.

Collaborate and work with other technology leaders, members, and business team members on the implementation and operations of ITIL products including Change Management, Incident Management, Problem Management, Service Level Management, Availability Management, Knowledge Management

Analyze, create, and maintain metrics for governing SLAs and OLAs

Take on roles to implement ITIL components

Take on operations roles for ITIL components including:

Run Change Management Meetings, create and manage communications, dashboards, and reports

Conduct Problem Management lifecycle including Root Cause Analysis

Serve as Incident Management On-Call

Create, manage, and publish metrics for the above

Facilitating the implementation and support of new ITSM service management tool, framework components/processes

Operational knowledge of the Agile development process

Operating knowledge of Jira a plus

Maintain backlog and facilitates regular sprints for Digital service management applications

Identify and manage operation risks

Collaborate with external partners for effective implementation of tools and services

Manage multiple projects of various sizes to implement best-in-class enterprise infrastructure solutions involving application and hardware technology

Monitoring the effectiveness of incident management and making recommendations for improvement.

Lead a Product Centric approach to develop and manage the ITIL Product

Develop and implement a strategy and roadmap for organizational excellence by leveraging ITIL service components

Participate in continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders

Ensure configuration of tools enable agility and required reporting and governance

Skills and Qualifications

Experience with the ITIL framework

Experience with the ITSM framework

Demonstrated experience and success working in diverse teams

Project management skills and experience in Agile

Experience successfully executing programs that meet the objectives of excellence in a dynamic business environment

Strong people skills to create collaborative teams with people from different departments

Interest and ability to learn new ideas, concepts and technologies

Critical thinking and analysis of existing processes, technologies, problems and situations

Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and ITIL framework

Deep functional and technical knowledge of the ITIL framework

Thorough planning and tracking skills, well-organized, focused on results, capable of managing multiple projects, excellent time management with respect to priorities and self-management

Excellent judgement and problem-solving skills, including negotiation and conflict resolution

Excellent writing, presentation, and oral communication skills

Active listening skills

Excellent team player, with focus on building processes for effective team performance

Other Requirements:

Candidate must be current with vaccination requirements per state and Federal mandates

The salary range provided for this contract role represents our good faith estimate for this position. Within the range, individual offers will vary based on the selected candidate's experience, industry knowledge, technical and communication skills, location and other factors that may prove relevant during the interview process (W2 or C2C). In addition to compensation, the company provides eligible W2 employees with a comprehensive and highly competitive benefits package.

I.T. Solutions, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.