Current openings at Egress, a Knowbe4 Company
New
Service Management Analyst (Hybrid) (Position located in Sheffield, United Kingdom)
The Service Management Analyst role will form part of the Service Management function within Egress/ KnowBe4. This team consists of the Service Management Manager and two Service Management Analyst roles who will manage and maintain working practices, influence adoption, and provide governance for all Service Management principles.
The role holder will be expected to carry out a range of activities across several Service Management principles. The below outlines the basic requirements of the role; this list is not exhaustive.
Responsibilities:
1. Chair and co-ordinate Service Bridge meetings.
2. Maintain a clear timeline of activities.
3. Document and share internal updates.
4. Provide customer updates via the Service Status page.
5. Create Major Incident Reports for aligned customers.
6. Trending of Incident records to identify potential Problem records.
7. Track SLA achievement and chase for resolution or escalate where required.
8. Track quality of tickets logged and provide feedback to teams based on categorisation, priority, and level of detail.
9. Identify and create or triage incoming Problem records.
10. Manage Problem records for internal and customer issues.
11. Co-ordinate investigations with resolver groups to identify Root cause(s), Workarounds, and resolution.
12. Communicate when workarounds have been identified with internal resolver teams.
13. Communicate with Customers when Problem tickets have a resolution date set.
Problem Management:
1. Identify and create or triage incoming Problem records.
2. Manage Problem records for internal and customer issues.
3. Co-ordinate investigations with resolver groups to identify Root cause(s), Workarounds, and resolution.
4. Communicate when workarounds have been identified with internal resolver teams.
5. Communicate with Customers when Problem tickets have a resolution date set.
Change Enablement:
1. Review any incoming changes for quality and adherence to minimum data requirements.
2. Gather technical and customer approvals as required.
3. Track Change progression and completion, follow process based on success or failure.
4. Maintain the Forward Schedule of Change (FSoC).
5. Provide daily/weekly communications on change activity to stakeholder groups.
6. Manage CAB meetings accordingly.
Other responsibilities:
1. Produce and share customer Monthly/Quarterly Service Reporting.
2. Produce and track daily metrics aligning to data quality, process alignment, and success rates.
3. Produce the weekly report documenting the highlights and gaps for Service Management within that timeframe.
4. Attend any meetings as required.
Required qualifications/experience:
1. ITIL V3/4
2. Proven experience in Service Management
3. Strong knowledge of Service Management frameworks and governance best practices
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