Aspira are looking for an IT Service Management Analyst to work on a project in the public sector.

Immediate start, initial contract to year end, based in either Dublin or Cork post-restrictions.

Role

Reporting to the Incident & Problem Management Lead, the Service Management Analyst has responsibility for providing quality IT Support services to the organisation and will support one or more of the key Service Management Processes of the team, including the Incident Management Process and the Problem Management Process.

In addition, the Service Management Analyst may be asked to support the following processes: operations, maintenance, and new deployments of all support mobility products; Continuous Improvement initiatives within Service Management; Software Asset Management Process; Configuration Management Process.

• Delivering front line support services in relation to incidents and problems striving to resolve issues in an efficient and customer-focused manner.
• Acting as the interface between IT groups, the user community and 3rd party IT service providers.
• Oversee operational issues in relation to the Incident and Major Incident Management processes.
• Facilitate calls and act as an incident coordinator for IT, handling major incidents and driving the incidents to resolution.
• Act as point of escalation on the incident and problem processes.
• Escalating issues to management and others as needed
• Issuing communications to the business and keeping all stakeholders informed as part of the major incident process.
• Implementing the Problem Management processes, identifying long term trends and working on root cause analysis of issues.
• Communicating to the relevant stakeholders.
• Striving to ensure IT meet Service Levels.
• Identifying areas where Service improvement initiatives could be put in place to reduce incidents and problems and to deliver a better service to our customers.
• Performing regular reviews of the live environments to identify trends or underlying issues that may result in incident creation.
• Reviewing and formally closing problems on successful resolution.
• Logging, categorizing and prioritizing problems for remediation.
• Following through to ensure that change requests are raised if required and involvement in the emergency change process as appropriate.
• Ensuring that all relevant stakeholders have agreed to and are aware of changes.
• Identifying and planning remediation activities in the event that the change is unsuccessful.
• Participation in On Call Rota and flexibility for out of hours work.