Title: IT Service Management AnalystLocation: Farmington Hills, MIRequired: Experience with FreshService administrationThe IT Service Management Analyst is responsible for ensuring that IT services meet the needs of the business and operate as efficiently as possible. This role will support IT service management activities across Information Technology. Responsible for service management process implementation, service management metrics and reporting, and improvements to our IT Service Management tool.RESPONSIBILITIES
Collaborate and communicate with IT and business partners on business requirements and needs.
Responsible for participating and assisting with system monitoring, development, scripting, support, troubleshooting, root cause analysis, and installation of new releases and updates for infrastructure and operations.
Identify opportunities and implement solutions to better govern ITIL processes through continual service improvement.
Act as subject matter expert for one or more infrastructure and operations processes and services.
Support project planning and execution for infrastructure projects.
Develop and maintain operational reports and dashboards for accomplishments, SLA reporting, incident, problem and change reporting.
Measure performance of ITIL based processes and makes recommendations for improvements.
Develop the automation for the collection and reporting of operational data, service levels, and KPI's.
Perform root cause analysis and data mining out of ITSM tools to generate and presents reports.
Manage communications to business partners for service impacting changes.
Act as customer liaison and advocate for internal and/or external IT consumers.
REQUIREMENTS:
3-years information technology service management.
Previous success managing FreshService ITSM ticketing tool is required.
Experience with ITIL best practices and processes and ITIL Foundations certification.
Ability to create and maintain policies, standards, and procedures in support of IT service tools.
Strong written and verbal communication skills.
Demonstrated ability to work independently with minimal guidance.
Excellent organizational skills, including ability to multi-task and prioritize workload.
Ability to think strategically with supporting analytical and problem-solving skills, including the ability to deal with ambiguity.
Demonstrated ability to successfully manage projects from conceptual phase through implementation and testing.
Experience with cloud computing concepts.
Achieve Freshworks certification within 1 year of start date.
Achieve Azure Fundamentals, AWS, or other cloud certification within 1 year of start date.
If this is a role that interests you and you’d like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson WellsManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands – Manpower, Experis, Talent Solutions, and Jefferson Wells – creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.
