ITIL - Account Service Advisor

Job Summary Responsibilities 1. General Service Management & Governance

• Act as the primary Service Management point of contact for all ITIL-related matters.
• Liaise with internal teams and customer stakeholders for process improvements and tool enhancements.
• Facilitate daily operations calls and monthly service reviews.
• Review ITSM integration failures and ensure remediation.
• Manage CSAT analysis and drive improvement actions.
• Define and maintain reporting frameworks (SLA & operational reports).
• Support governance meetings and customer engagements.
• Drive reporting standardization and service improvement initiatives.
• Extremely proficient in designing customer facing decks, creating dashboards and writing SOPs.

2. SLA Management

• Define and manage SLA structures, including exclusions.
• Facilitate SLA review meetings and stakeholder discussions.
• Compile, publish, and maintain SLA reports and dashboards.
• Maintain key documents such as the Document of Understanding (DOU).
• Educate tower teams on proactive SLA management.
• Establish and monitor SLA performance compliance.

3. Incident Management

• Manage and govern major incidents (P1/P2), including escalations.
• Ensure proper documentation and data quality of incidents.
• Monitor and follow up on aged, pending, and SLA-breaching incidents.
• Facilitate incident review forums (e.g., weekly aging reviews).
• Oversee incident queues and ensure timely resolution.
• Identify incidents requiring problem records.

4. Problem Management

• Drive problem creation and RCA (Root Cause Analysis) activities.
• Facilitate RCA meetings for major and complex incidents.
• Ensure timely delivery of initial and final RCA reports.
• Lead Problem Review Board meetings.
• Perform trend analysis, risk analysis, and affinity mapping.
• Track remediation actions and ensure closure.
• Enable automation and proactive problem identification.

5. Change Management

• Facilitate CAB (Change Advisory Board) meetings and governance.
• Ensure completeness of change documentation (implementation, backout, test plans).
• Review change schedules, adherence, and expedited/standard changes.
• Track and ensure completion of Post Implementation Reviews (PIR).
• Monitor and follow up on aging or non-compliant changes.
• Communicate planned maintenance and outages.

6. Request Management

• Facilitate request review forums and monitor request aging.
• Ensure adherence to request SLAs and follow up on breaches.
• Manage escalations and attention neededrequests.
• Govern request queues and approval workflows.
• Support creation and optimization of service catalog/request items.
• Track KPIs such as request aging, completion compliance, and usage.

7. Configuration Management (CMDB)

• Ensure readiness and acceptance of CMDB data during transition to steady state.
• Oversee CI data integrity, updates, and governance.
• Provide guidance and enforce configuration management processes.
• Act as liaison between account teams, customer stakeholders, and data contributors.
• Review CMDB reporting and ensure ongoing data quality.
• Track and report on CMDB KPIs (e.g., data integrity, audit compliance).