Georgia Employer LEAD SERVICE MANAGEMENT ANALYST - 90200748 - ATLAN in Atlanta, Georgia
Your success is a train ride away.Amtrak connects businesses and communities across the country and we move America's workforce toward the future. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority and the success of our railroad is the result of our employees.Are you ready to join our team?SUMMARY OF DUTIES:The Lead Service Management Analyst works with business partner (IT) to align technology solutions and/or processes with Information Technology and business strategies. Demonstrates an informed knowledge within the function to resolve problems and assist with improvement of processes, on an ongoing basis. Supports several moderately complex business processes. Serves as a project team member.ESSENTIAL FUNCTIONS:* Responsible for assisting in the governance of IT dicsiplines, ie. Project Management, Service Management (Incident/Change/Problem), IT Safety, IT Facilities Management, IT Resource Management, etc. Collect, analyze and document service management related activities. The responsibilities include, but are not limited to: (See Amendment)* Participates in planning sessions related to projects or new technologies, to implement process improvement within the functional area. Documents discussions and agreements. Facilitate gate review, change advisor boards and IT operational meetings.* Helps to establish liaison relationship with business partners and IT departments in order to provide process solutions to meet user needs.* Assesses process improvement needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes) to assist in idetifying priorities and advises on options.* Provides factual content, analysis and other information to guide development projects and enhancements activities.* Develops user manuals and knowledge databases and assists in user training.* Investigates, resolves and escalates problems. Monitors and analyzes metrics to ensure customer satisfaction and vendor performance.* Promotes an understanding of IT Service Management roles, processes and activities to business units and IT departments. Supports and participates in formal reporting related to IT Operations.* Develop and Maintain Operational Metrics and KPI's specific to the Incident Operations Center* Participate in and Lead Efforts in Process Improvement related to Incident Operations Center Specific Processes* Maintain Incident Operations Center Process Documentation, facilitate periodic reviews collaborating with Tier 2 and Tier 3 support teamsMINIMUM QUALIFICATIONS:* Bachelor's degree in Information Technology, specialized training or equivalent work experience.* 7 to 10 years' experience in the IT Service Management field.* ITIL Certification within 6 months.* Working knowledge within IT operations and/or Service Management functions.* Must possess excellent customer service, strong communication and interpersonal skills, work well with others in an integrated team environment, and must be self-motivated.* Experience with development and reporting towards KPI's and knowledge of industry best practise/industry benchmarks.* Strong analytical skills* Ability to quickly learn new technologies and train others on existing technologies and processes.* Must possess strong communication and interpersonal skills, work well with others in an integrated team environment, and must be self-motivated* 5 years of NOC or Similar Operations Center Experience.*... For full info follow application link.Amtrak is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.