Responsible for supporting senior analysts and process leads in development and maintenance of ITSM processes, training, requirements management, and testing.
Assists process leads and senior analysts with activities required to develop, implement and maintain processes and tools.
Under direction of management, produces ad-hoc and scheduled reports, drafts process flows, user stories, develops test scripts, conduct testing, participates in migrations, and updates relevant documentation.
Escalates issues to process leads and senior analysts. Identifies areas for improvement in the process and supporting technology.
Under direction of management provides early-live support when the process and / or supporting technology changes are introduced.
Continously improves ITSM process and tools knowledge.
Contributes to the achievement of organizational objectives and assists with implementation of processes and tools and execution of relevant activities.
MODIFIED BASED UPON LOCAL REGULATIONS / REQUIREMENTS
at least 3 year IT Service Management role required; experience in the financial services industry is a plus.