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Senior IT Service Management Analyst- Remote - SAS Institute - Cary, NC - work from home job Company: SAS Institute Job description: Senior IT Service Management Analyst – Remote or Hybrid | Cary, North Carolina Nice to meet you! We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence – and questions into answers. We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you’re looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you’ll find it here. About the job The Service Management Office is looking for a Senior IT Service Management Analyst to assist in our Service Management process with the initial focus around Problem Management. Our team is focused on delivering the best class services to both our internal and external customer using the Service Management best practices to deliver the desired outcome. As a Senior IT Service Management Analyst, you will: • Participates in the development, implementation and communication related to several Service Management processes including Incident, Problem, Change, Configuration, Event, Knowledge, Request and Service Portfolio Management • Implement and advocate for best practices for Incident Management, Problem and CMDB processes, and participate and drive our community of practice(s) within CIS. • Act as expert in recommending continual service improvements to operational activities that will enhance service robustness and reliability in our Problem Management Process and other processes as assigned. • Lead efforts to implement ITSM technical solutions necessary to automate processes and support the operation of end-to-end IT services delivery and support processes. • Provide business analysis support by identifying requirements for ITIL based tools and applications, specifically ServiceNow and executes IT user acceptance testing. • Partners with IT leadership to ensure alignment and adoption of processes and tools within the overall service management strategy. • Champion ITIL best practices and their implementation throughout SAS • Manage Root Cause Analysis activities, including leading meetings with cross divisional teams. • Manage the lifecycle of problems including investigating and resolving operational problems in conjunction with other technical personnel. • Define and build the key performance indicators and critical success factors for global IT services. Analyze and report on metrics to management and other interested parties. • Act as advisor in recommending continual service improvements to operational activities that will enhance service robustness and reliability in Problem Management Process and other processes as assigned. • Collaborate with cross divisional teams to integrate ITSM processes with other business practices. • Other items as assigned by your manager. Required Qualifications • Requires a minimum of 8 years of technical experience in an industry, market, technology, or business initiative, which is related to the specific area of assignment. 4 years of business systems analysis experience required. ITIL Foundation Certification • Equivalent combination of related education, training and experience may be considered in place of the above qualifications. • Strong organization and planning skills • Excellent written and verbal skills • Demonstrated ability to plan, organize and deliver deliverables • Ability to lead and own an IT Service Management process • Working knowledge of the working environment with applies to the scope of projects to be managed (may include software development, information technology, or business process • You’re curious, passionate, authentic, and accountable. These are our values and influence everything we do. Preferred Qualifications • ISO, SOC 2, FedRAMP, Schrems II, NIST and IRAP Compliance hands on knowledge for audit assistance • ServiceNow – Expert Knowledge in Problem Management, IRM, IT Operations Management, SecOps and IT Service Management suite • CSDM V4 World-class benefits Highlights include... • Comprehensive medical, prescription, dental and vision plans with a low annual deductible and copays. • Onsite Health Care Center (HQ) that’s free to employees and covered family members. • Onsite pharmacy (HQ) where a 30-day supply of any generic drug costs $5 or less. Not local? They ship for free. • An industry-leading 401k plan. • Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1. • Volunteer Time Off, parental leave and unlimited paid sick days. • Generous childcare benefits for all full-time employees #LI-CC1 Diverse and Inclusive At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here. Additional Information To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: . Also view the notice. Job level will be determined based on the applicant's education, skills and experience. Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process. SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact SASCLOUD Senior IT Service Management Analyst- Remote - SAS Institute - Cary, NC - work from home job Expected salary: Location: Cary, NC Senior IT Service Management Analyst- Remote - SAS Institute - Cary, NC - work from home job Job date: Tue, 22 Aug 2023 22:27:13 GMT Apply for the job now! Senior IT Service Management Analyst- Remote - SAS Institute - Cary, NC - work from home job