ITSM Analyst

POSITION PURPOSE

Junior ITSM professional responsible for day to day operational execution supporting Incident, Problem, Change and Configuration Management processes using HDA and CMDB platforms.

PRIMARY RESPONSIBILITIES

·       Incident queue monitoring and ticket administration

·       Support problem, change and CMDB record maintenance

·       Prepare operational reports and KPI updates

·       Perform data quality validation and process compliance checks

·       Support audits and service reviews

PRIMARY TECHNICAL AND FUNCTIONAL ABILITIES

·       Basic ITIL knowledge

·       HDA or service desk tool experience

·       Basic CMDB administration

·       Documentation and reporting skills

·       Microsoft Office proficiency

BEHAVIOR ABILITIES

·       1-3 years experience

·       Customer focused communication

·       Willingness to learn

·       Analytical mindset

KEY SUCCESS METRICS

·       SLA compliance

·       Ticket backlog quality

·       CMDB update accuracy

·       Process adherence