Remote Service Level & Availability Management Analyst

Job Description

Support service level and operating level commitments as an integrated component of ITSM processes such as incident, request, and change within the Service Now platform.

Ensure availability commitments are active for high priority applications and services.

Monitor, negotiate, enable, and report on service levels, operating levels, and application availability commitments.

Proactively identify service level and availability challenges and opportunities

Prepare service level and availability reviews to drive benefits and improvements.

Engage, inform, and empower support teams and management to ensure service levels are healthy, feasible and meet the needs of both our business and customers.

Educate, communicate, and share knowledge on service level/availability topics to increase organizational awareness; drive sustainable adoption and behavior; and contribute to a high performing culture.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• 3-8 years of experience using / supporting core ITSM processes within Service Now including Incident, Request, Change, Service Level, and Availability Management with emphasis in Availability Management.
• Minimum: ITIL Foundations Certified - Knowledge of Incident Management processes, Business Continuity, and Data Breach Management.
• Excellent communication, stakeholder management, data analysis, meeting facilitation, and presentation skills.
• Practical knowledge of tools such as Excel, Power BI and Service Now Reporting to support availability monitoring and service level review preparation.
• Bachelor's degree from an accredited college/university or equivalent work experience.