Senior IT Service Management Analyst - Knowledge Management

The IT Service Management Analyst II has primary responsibilities focused on IT Service Management documentation, communications and training, and process evaluation, improvements, execution and compliance. The analyst works to facilitate new process design and existing process improvements with accountable and responsible stakeholders across IT and business departments. The analyst insures that a holistic approach is taken when implementing new and improved processes, so that IT continually improves service functionality, quality, and delivery effectiveness and efficiency.

• Perform quality control, to insure records are accurately documented and processes, workflows, and procedures are consistently followed, so that application and service delivery is at a high level of quality.
• Lead cross functional meetings with IT and business stakeholders at all levels, focused on process evaluation and improvements.
• Drive data analysis to measure performance of processes, technology, and services.
• Design and Deliver training to IT, covering Stifel IT and service management topics and tool usage.
• Provide technical writing services in various forms for various IT and business audiences.
• Provide analysis for special projects, initiatives, and IT asset hardware & software practices.
• Provide guidance in applying service management and other relevant IT frameworks, methodologies, and standards – including those defined by regulators.

• Ability to facilitate constructive and professional debate, and gain compromise and consensus.
• High level understanding of various technologies and how the collectively deliver products and services to customers.
• Working knowledge of ITSM tools and frameworks, reporting and relational database systems.
• Accountable owner of at least one ITIL core practice.
• Ability to multi-task and effectively prioritize work streams.
• Ability to deliver high quality training to various stakeholders at all levels.

• Bachelor's Degree in Information Systems, Business Administration, or related field; or equivalent experience required
• 3+ years' experience working in or supporting internal IT department and supporting IT Service Management platforms.
• ITIL v3 or v4 certification preferred
• Previous experience with BPM and ITSM platforms, Cherwell preferred
• Solid understanding of monitoring and event management tools
• Previous experience with relational database technologies and reporting tools