*job details*what you will do*:the senior analyst, service level management (slm) performs on a team as a developing subject matter expert (sme) for the function of service level management.
the purpose of this position is to ensure that all current and planned it services are delivered to agreed achievable targets through a constant cycle of monitoring, negotiating, agreeing, reporting on, and reviewing it service targets and achievements, and through instigation of actions to correct or improve the level of services delivered.
*how you will do it*:- maintenance of the slm framework: maintain the underlying structure of the customer agreement portfolio and provide templates for the various slm documents.- identification of service requirements: capture desired outcomes (requirements from the customer viewpoint) for new services or major service modifications.
the service requirements are to be documented and submitted to an initial evaluation, so that alternatives may be sought at an early stage for requirements which are not technically or economically feasible.- agreements sign-off and service activation: check if service acceptance criteria are fulfilled.
this process makes sure that all relevant olas (operational level agreements) are signed off by their service owners, and that the sla (service level agreements) is signed off by the customer.- service level monitoring and reporting: monitor achieved service levels and compare them with agreed service level targets ("service level report").
this information is circulated to customers and all other relevant parties, as a basis for measures to improve service quality.
*what we look for*:- bachelor´s degree- 1 - 3 years of experience- experience in management of it service management processes- experience in technology services and associated slm best practices.- experience working within the servicenow itsm suite of products.- itil foundation (v3 / 4) certification- service lifecycle, service capability intermediate certifications- working knowledge of microsoft core technologies (i.e., active directory, office suite, microsoft sql, windows desktop etc.
)- experience with reporting tools (excel; ms powerbi, servicenow performance analytics)- strong verbal/written communication, with ability to effectively interact with individuals at all levels of responsibility and authority.- ability to prioritize, delegate and work within high performing teams to lead/support an environment driven by customer service and teamwork.