IT Analyst

Role description

About the Role:

The Senior ITSM Analyst for Service Catalog & Request Management will manage the lifecycle of service catalog items, ensuring they are efficiently designed, deployed, and retired. The role focuses on maintaining Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for Service Request processes while driving continuous performance improvement.

Service Catalog Management

• Oversee the end-to-end management of the service catalog, ensuring that entries are accurate, up-to-date, and accessible.
• Collaborate with IT teams and external service providers to ensure the service catalog reflects current offerings.
• Ensure the service portal remains user-friendly and is updated as services evolve or are retired.
• Develop service descriptions with a customer-centric approach, ensuring clarity and alignment with business needs.
• Produce and disseminate communication materials to promote awareness of available services.
• Support ongoing reviews of catalog content to meet evolving user and organizational requirements.
• Liaise with other process owners to align Service Catalog Management with broader IT service strategies.

Service Request Management and IT Hub (TLC) Operations

• Ensure strict adherence to established Request Fulfillment standards.
• Monitor and enforce SLAs for managed service providers, ensuring user service requests are handled efficiently.
• Oversee day-to-day operations of workplace support, ensuring high standards of service delivery.
• Act as the Subject Matter Expert (SME) for the IT Service Request Management process, handling escalations and service recovery efforts when necessary.
• Conduct quality audits of IT service operations, analyzing performance trends, identifying areas of inefficiency, and opportunities for process improvements and implementing corrective actions.
• Lead or support initiatives to enhance Service Request and IT Asset Management processes, ensuring they evolve with changing business needs.
• Contribute to the creation of reports and presentations for management and stakeholders meetings as needed

Requirement and Qualification (Education & Work Experience)

Education and Work Experience

• Bachelor's degree in IT, Engineering, Business Management, or a related field.

• Minimum of 8 years of experience in IT Service Management, with a strong focus on Service Request Fulfillment, Service Catalog Management, and IT Asset Management.

Technical Knowledge

• Proficient in ITSM platforms including ServiceNow, Salesforce, Remedy, and Jira.

• Demonstrated expertise in managing Service Catalogs, particularly within ServiceNow.

Soft Skills

• Strong communication and presentation abilities, capable of conveying complex information to diverse audiences.

• Excellent stakeholder management skills, fostering collaboration across cross-functional teams.

• Proven track record of driving process innovation and continuous improvement.

• Highly organized with strong prioritization skills, ensuring timely and high-quality delivery under pressure.

• Strategic thinker with the ability to anticipate and plan for future end-user IT needs.

• Team-oriented with a proactive and collaborative approach to problem-solving.

Tools and Software

• Extensive experience with ITSM tools such as ServiceNow, Salesforce, Remedy, and Jira.

Certifications (if applicable)

ITIL Foundation Certification is highly preferred.

Skills

About RCG Global Services

At Myridius, we transform the way businesses operate. Formerly known as RCG Global Services, our more than 50 years of expertise now drive a new vision—propelling organizations through the rapidly evolving landscapes of technology and business. We offer tailored solutions in AI, data analytics, digital engineering, and cloud innovation, addressing the unique challenges each industry faces. Our integration of cutting-edge technology with deep domain knowledge enables businesses to seize new opportunities, drive significant growth, and maintain a competitive edge in the global market. Our commitment is not just to meet expectations but to exceed them, ensuring measurable impact and fostering sustainable innovation. The success of Myridius is directly tied to the breakthroughs achieved by our clients. Together, we co-create solutions that not only solve today's challenges but also anticipate future trends. At Myridius, we go beyond typical service delivery. We craft transformative outcomes that help businesses not just adapt, but thrive in a world of continuous change. Discover how Myridius can elevate your business to new heights of innovation. Visit us at and start leading the change.