IT Service Management Analyst

Title: IT Service Management Analyst

Location: Deerfield Beach, FL (Hybrid)

Duration: 6 month contract to begin

Compensation: 30-35 hr

Work Requirements: US Citizen, GC Holders or Authorized to Work in the US

Job Description: The IT Service Management Analyst supports the delivery and quality of services to end-users to provide the necessary technical assistance to perform their jobs effectively. This role contributes to various aspects of IT service delivery, such as service strategy, service design, service transition, service operation, and continual service improvement. The IT Service Management Analyst will interact daily with the outsourced Service Desk, End User Services, the Service Management team, and business unit IT partners to align IT services and provide outstanding customer support. The ideal candidate will exhibit a sense of ownership and passion for exceeding customer expectations through optimized IT service delivery.

Responsibilities

Support the delivery and maintenance of IT services to meet the needs and expectations of internal and external customers

Collaborate with IT associates and stakeholders to align IT services with business goals and strategies

Daily overall monitoring of the service desk queue to ensure we are continuously improving the customer service experience and meeting defined SLA requirements

Identify, manage and resolve issues promptly and conduct proactive problem management to eliminate reoccurring issues

Respond to customer incidents and requests efficiently and effectively with a customer-centric approach

Review incidents, problems, changes and request aging and work with resolver groups to ensure compliance with process guidelines and SLAs

Collaborate with outsourced Service Desk and End User Services team members to provide outstanding end-user experience and first contact resolution

Complete assigned projects and tasks in defined timeframes and with minimal supervision

Monitor Service Level compliance, report on performance trends and recommend changes

Identify opportunities for service improvement, innovation, and automation

Update and maintain ServiceNow records, reports, dashboards, knowledge base and technical documentation

Skillset / Experience:

Technical skills: knowledge of ServiceNow (Virtual Agent, Employee Center, Agent Workspace and dashboards. Knowledge and understanding of ITIL processes.

Organizational skills: ability to plan, coordinate, and support IT projects and daily operations

Interpersonal skills: ability to communicate effectively with different stakeholders, customers, and vendors; ability to partner with diverse teams and people; agile and flexible with

changing priorities and business needs

Customer service skills: ability to understand customer needs, expectations, and satisfaction levels, and to provide quality service and support

Problem-solving skills: ability to analyze, identify, and resolve IT issues and challenges in a timely and efficient manner

Analytical skills: ability to collect, process, and interpret data and information related to IT performance, quality, and improvement

Strategic skills: ability to support the alignment of IT and business unit goals and objectives

Innovation skills: ability to explore new technologies, methods, and solutions to enhance IT service delivery and value

Our benefits package includes:

• Comprehensive medical benefits

• Competitive pay, 401(k)

• Retirement plan

• and much more.

About INSPYR Solutions:

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at (url removed).

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.