service Management associate analystTTEC

Service Management Analyst - Problem Management
What you'll be doing:
This key position is responsible for delivery of all Problem Management functions that includes root cause and trend analysis for all incidents. This role is also responsible for identifying recurring incidents and its preventive measures. This role will also manage, create and delivers required reports to all IT Service Management stakeholders. Activities includes report design, development, implementation and continuous process improvements.
What you'll bring to us:
Identify the underlying root cause of a problem and initiate the most appropriate solution.
Ensures reactive and proactive management of IT problems and known errors.
Identify recurring service outages, define, develop and communicate the practices and processes necessary for effective problem management to limit risk of future recurrence.
Enforce published standards and policies for IT Continual Service Improvement Management.
Translate stakeholders' requirements into reporting deliverables.
Assist ITSM and IT Process teams with dashboard and report generation.
Develop performance metrics and deliver ad hoc reports.
Assist in developing strategic IT processes based on ITIL best practices.
Coordinates and work closely with IT Delivery units for Problem prevention activities and reporting development needs.
What skills you'll need:
Bachelor's Degree in an IT related discipline with at least 2 years of related work experience.
Requires exceptional knowledge and experience with ITSM and ITIL best practices for large complex global IT organizations.
Strong experience with Service Management processes and tools with an advance understanding of IT Service Management.
Working knowledge in any IT ticketing tool, advance excel functions, excel ODBC query, MS access and PowerBI.
Certified or trained ITIL or Lean Six Sigma is a plus but not required.
Working background on analysis and reporting designing/presentation.
What You Can Expect
Dedication to your career growth and professional development
Actively diverse and inclusive culture
Community-minded organization committed to giving back
Global team of curious lifelong learners guided by our company values
And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you
Notice to external Recruiters and Recruitment Agencies: TTEC does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.
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TTEC

Mandaluyong City, Metro Manila
Permanent
Full-time