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NavitsPartners - Aliso Viejo, CA
posted about 2 months ago
About the position
The IT Operations Analyst role at NavitsPartners focuses on addressing ITSM support issues, ensuring timely resolutions, and enhancing system usability. The position involves driving process improvements, documenting system processes, and collaborating with stakeholders to leverage metrics for business improvement. The analyst will manage service level agreements (SLAs), operational level agreements (OLAs), key performance indicators (KPIs), and performance reports while implementing best practices in service management according to ITIL standards.
Responsibilities
- Address ITSM support issues and ensure timely resolution.
- Proactively recommend strategies to enhance system usability.
- Drive process improvements across ITSM operations.
- Document system processes, logs, and instructions comprehensively.
- Create and analyze dashboards for service level commitments.
- Collaborate with stakeholders to leverage metrics for business improvement.
- Manage SLAs, OLAs, KPIs, and performance reports.
- Implement service management best practices in line with ITIL standards.
- Assist in creating documentation and training materials for associates.
- Produce analytical reports and work with teams to gather insights.
Requirements
- Mid-level experience in IT operations or IT service management.
- Strong understanding of ITIL standards and best practices.
- Experience in managing SLAs, OLAs, and KPIs.
- Proficiency in creating and analyzing dashboards.
- Ability to document processes and create training materials.
