Fully Remote - Service Level & Availability Management Analyst

Service Level & Availability Management Analyst

2 openings

Fully remote

Service Level & Availability Management Analyst

We are currently seeking an Analyst to join our Service Level and Availability Management team as part of our client's Digital Nexus technology organization.

• Minimum 3 years of experience using / supporting core ITSM processes within Service Now including Incident, Request, Change, Service Level, and 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.

• 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.