A.C. Coy

Compensation

Full Description

Overview Location: Pittsburgh, PA - Hybrid (Occasional days in the office, could be 2 days per week but not with regularity) Job Type: Full Time / Contract Work Authorization: No Sponsorship The A.C.Coy company has an immediate opening for an ITSM/ITOM Analyst. Ideal candidates must have a functional knowledge of ServiceNow Incident Management and CMDB modules. Project management or project coordination experience is also required. Responsibilities Aid in the development and rollout of ITSM/ITOM best practices. The role will primarily support two areas within Enterprise Operations team: Support of Service Operation Incident Management: Support the Incident Manager to manage incidents across Operation and minimize business disruption Coordinate across technical teams, vendors, and stakeholders and establish effective communication Conduct post-incident reviews and root cause analysis Identify patterns and propose improvements to reduce incident frequency Enhance automation and monitoring to bring more reliability Measure and improve customer satisfaction related to operational incidents Support of Service Transition Configuration Management: Assist in the development of processes and reporting to maintain accurate and up-to-date Configuration Management Database (CMDB) Build a project plan to establish and rollout end-to-end service mapping to visualize infrastructure dependencies Work with CMDB manager to develop the mapping and supporting processes; for rollout and ongoing maintenance Work with both the technical team and stakeholders to build a project plan for rollout of service mapping Work with the stakeholders to demo the service mapping feature and benefit Lead the implementation of service mapping incrementally across critical applications/platform Leverage CMDB and Service Maps to enhance incident management and improve Client security posture Develop reporting of the use and impact of Service Mapping within the organization Qualifications Qualifications: ITSM/ITOM knowledge - 5+ years Project coordination/Project manage skills (small projects of multiple weeks to a month) - 5+ years Functional knowledge of ITSM Incident Management module and CMDB service mapping (be able to explain how it works) Experience performing post incident reviews and root cause analysis for service operation incident management