Are you an expert when it comes to tools like ITIL and Service Now? Do you have a track record of influencing senior IT stakeholders and business partners? Do you have proven ability to solve complex issues, covering both technical and business needs?
We’re looking for a Lead IT support analyst to:
• be responsible for managing the life cycle of all problems, preventing incidents from happening and minimizing the impact of unavoidable incidents using ITIL technology.
• analyze incidents daily, identify opportunities for preventing reoccurrence and create problem records.
• drive root cause analysis (RCA) discussions with the key stakeholders where solutions are discussed, and problem tasks are defined.
• drive problem management for field user issues involving products/vendors like Microsoft Adobe and VMware and follow-up with the technical teams and service owners for timely closure of problem tasks and escalating for tasks breaching due dates.
• attend daily and weekly meetings with the teams to discuss on any challenges and gaps and identifying ways to address them.
• be self-motivated and ability to provide leadership to team members.
• comfortable in individual performer role within a small but highly visible team.
• drive automation and tooling improvements.
• responsible for maintaining and managing the problem management documents/files in SharePoint.