Service Management Analyst

Job Title: Service Management Analyst
Contract Type: Contract
Location: Singapore, Singapore
Salary: Negotiable
Start Date: ASAP
Reference: 182355_1520497920
Contact Name: May Anne Ramos
Contact Email:
Job Published: March 08, 2018 16:34

Job Description

Key Job Responsibilities:

  • Maintain, analyze and report metrics.
  • Communicate the metrics reporting standards and verify that metric results are delivered to the concerned teams for reporting.
  • Coordinate and gather key performance indicators and metrics data, collate and prepare for service reporting.
  • Identify opportunities for metrics performance and/or process/service improvement initiatives.
  • Overall tracking of SLA and KPI performance.
  • Receive, allocate and track Service Requests.
  • Coordinate and track Problem tickets, and work closely with respective service leads to resolution and closure.
  • Manage and coordinate all demand requests.
  • Support the management of operational, service level performance, audit, administrative and service management scope of services.
  • Performs other IT Service Management related support functions as required.
  • Communicate with customer and client as necessary.

Skills and Qualifications:

  • Good knowledge of Microsoft Office Suite (Project, Visio, Word, Excel, etc.).
  • ITIL / ITSM background in mid to enterprise size environments and experience working on transformational projects.
  • Strives in large-scale, complex and mission-critical projects and environments.
  • Experience in ITIL processes and maintaining and using ITSM tools such as Service Now or BMC Remedy.
  • Strong analysis skills and meticulous.
  • Strong influence and relationship management skills.
  • Strong verbal and written communication skills, documentation, critical thinking, and problem solving.
  • Ability to manage multiple priorities and work independently to achieve team goals.
  • Ability to direct and manage Service Level Agreement (SLA) oversight, adherence and reporting.