Robert Half • Deerfield Beach, FL 33443
Job #2686277880
Description
We are searching for a meticulous IT Service Management Analyst to join our team in Deerfield Beach, Florida. In this role, you will be integral in supporting the delivery and quality of services to end-users, providing the necessary technical assistance to ensure their jobs are performed effectively. This role will involve daily interactions with various teams and business unit IT partners to align IT services and provide outstanding customer support.
Support the delivery and maintenance of IT services to meet the expectations of internal and external customers
Collaborate with IT associates and stakeholders to align IT services with business goals and strategies
Monitor the service desk queue daily to ensure continuous improvement of the customer service experience
Identify, manage, and resolve issues promptly and conduct proactive problem management to eliminate recurring issues
Respond to customer incidents and requests with a customer-centric approach
Review incidents, problems, changes, and request aging and work with resolver groups to ensure compliance with process guidelines and SLAs
Collaborate with outsourced Service Desk and End User Services team members to provide an outstanding end-user experience
Complete assigned projects and tasks within defined timeframes and with minimal supervision
Monitor Service Level compliance, report on performance trends, and recommend changes
Identify opportunities for service improvement, innovation, and automation
Update and maintain ServiceNow records, reports, dashboards, knowledge base, and technical documentation
Requirements
Demonstrable experience in a Business Analyst role
Proficiency in customer service and providing customer support
Experience in planning, compliance, and quality review processes
Familiarity with supervising daily operations and working with vendors
Ability to use monitoring tools and create dashboards
Knowledge of workstation support and service desk functions
Experience ensuring compliance with service level agreements
Strong interpersonal skills and ability to collaborate with stakeholders and partners
Proficiency in Agile methodologies and process automation techniques
Ability to resolve issues effectively and innovatively
Knowledge of UX principles and its application in business operations
Experience working with different business units and driving innovation
Ability to contribute to the strategic direction of the business unit through innovative solutions
Technology Doesn't Change the World, People Do.®
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (~~~) and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit ~~~ for more information.
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