ITSM Analyst

Responsibilities:

• Identify and classify problems and their root causes and provide timely resolution to prevent recurring incidents.
• Responsible for identifying and managing current problem tickets as well as driving the problem to proper resolution.
• Investigate and diagnose problems using relevant subject matter experts to assess and analyse root causes.
• Coordinate process and resources to resolve outages and systemwide problems.
• Manage process for communicating outage/emergency activities to the organisation.
• Triage technical communication bridge during outages and systemwide problems to ensure key resources are working towards resolution.
• Drive Root Cause Analysis by working with internal/external business and technical teams when outages occur once the system is stable.
• Interact and communicate with end-users, management, vendors, and IT personnel in a timely manner.
• Maintain the knowledge base repository and ensure quality procedures and solutions are available to the staff.