TSM Performance Analyst - TPAUB

NavitsPartners - New York, NY

Full-time

New York, NY

About the position

The TSM Performance Analyst role focuses on optimizing IT Service Management (ITSM) performance by addressing support issues, enhancing processes, and analyzing service level data. The analyst will collaborate with stakeholders to identify automation opportunities and ensure effective service management practices are followed, particularly those aligned with ITIL standards.

Responsibilities

• Address ITSM support issues to optimize performance.
• Offer recommendations for improving system usability.
• Oversee process enhancements across all ITSM functions.
• Maintain comprehensive system documentation and logs.
• Design dashboards and analyze data regarding service levels.
• Collaborate with stakeholders to explore automation and business value opportunities.
• Manage SLAs, OLAs, KPIs, and performance metrics.
• Promote effective service management processes following ITIL best practices.
• Write and update training materials and documentation.
• Develop reports and collaborate with cross-functional teams.

Requirements

• Experience in IT Service Management (ITSM) processes and tools.
• Strong analytical skills with the ability to interpret data and generate insights.
• Familiarity with ITIL best practices and service management frameworks.
• Excellent communication and collaboration skills.
• Proficiency in designing dashboards and reporting tools.

Nice-to-haves

• Experience with automation tools and techniques.
• Knowledge of performance metrics and service level agreements (SLAs).
• Familiarity with cross-functional team collaboration.