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Service Integration Analyst

We offer:

  • Participation in interesting and demanding projects
  • Flexible working hours
  • A great, non-corporate atmosphere
  • Stable employment conditions (contract of employment or B2B contract)
  • Opportunities for development and promotion
  • Attractive package of benefits
  • Remote work

Your responsibilities:

  • Assists with the coordination and management of change to the service infrastructure including service assets, configuration items and associated documentation:
  • Helps provide effective control and risk reduction to the availability, performance, security and compliance of the business services impacted by technical changes.
  • Evaluates risks to the integrity of service environment in proposed implementations (including availability, performance, security and compliance of the business services impacted).
  • Assists with the scheduling and communication of changes/updates (which are bounded as “releases”) into production environments, to enable controlled and effective handover to operational management and the user community.
  • Suggests improvement to organizational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change.
  • Assists with the coordination of support, the preparation and communication for new or changed services, and the maintenance of IT Service Management (ITSM) tools such as ServiceNow. 
  • Assists with the configuration of ITSM tools and workflows.
  • Provides reports and proposals for improvement.
  • Helps to establish, document and coordinate vendor support interactions, both between vendors and between vendors and GTS (internal) teams.
  • Provides technical expertise to enable the correct application of operational procedures.
  • Contributes to the planning and implementation of maintenance and installation work.
  • Assists with the coordination and management of problems throughout the information system lifecycle, including classification, prioritization and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.
  • Reviews causes of incidents and informs service owners in order to minimize probability of recurrence and contribute to service improvement.
  • Provides coordination for the team responding to SEV1/SEV2 incidents, ensures the critical incident process and procedures are followed, drives the urgency of recovery actions, initiates escalations, and manages outage notifications.
  • Ensures that resolved incidents are properly documented and closed. Performs analysis of incident metrics and reports on performance of incident management process.
  • Contributes to the design of service measurement metrics. 
  • Assists with the preparation and analysis of reports and dashboards.

We are looking for you, if you have:

  • Knowledge of ITIL Processes; ITIL Foundation (minimum) and intermediate/practitioner level (ideal)
  • Experience developing well structured, and logical operating procedure documentation.
  • Good communication skills.
  • Holder of certificate: ITIL Foundational+
  • 5+ years of related industry IT experience.
  • Coordinating cross-functional technical activities.
  • Demonstrated project coordination skills and experience.
  • Experience in vendor interaction, and operational coordination
  • Bachelor’s in technology or related field required. An equivalent combination of experience may be considered in lieu of education.
  • Knowledge of IT systems, networking, and IT operations.

 Principles & Related Competencies:

  • Complies with policies and procedures;
  • Meets challenges head on to uphold quality standards, productivity goals, and values;
  • Works cooperatively with others offers and accepts help; Open to and willing to provide feedback; Strong contributor to the team’s results;
  • Ability to clearly communicate.
  • (Team Player) Celebrates the individual and the team;
  • Add value through: Proposing ideas and creative solutions to employee, distributor and/or customer challenges;

We reserve the right to contact only selected candidates.

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