Senior IT Service Management Analyst — SLA & Improvements

The job holder is responsible for supporting the delivery of IT service management operations by tracking service performance, coordinating with stakeholders, and contributing to the resolution of service-related issues, in order to uphold SLA commitments and enhance user experience across IT services.

• Ensure work is performed based on approved policies, processes, procedures and instructions.
• Identify opportunities for continuous improvement of the systems, practices, cost optimization, and productivity & efficiency improvement.
• Ensures compliance with all applicable laws, rules, regulations, and standards within WTCO and related functions such as but not limited to (HC, HSSE, Risk and Cybersecurity, etc..).
• Escalate problems to ensure case/issue is closed efficiently and in a timely manner.
• Analyze service performance data to identify trends, bottlenecks, and areas for improvement across IT support functions.
• Participate in monitor SLA, OLA, and KPI compliance to ensure services are delivered according to agreed standards.
• Participate in the implementation of service improvement initiatives by providing data insights and recommendations.
• Inform in the development and documentation of service management procedures, workflows, and process updates.
• Coordinate with cross-functional IT teams to follow up on incident resolution, change requests, and problem management activities.
• Prepare regular reports and dashboards that summarize service performance, user satisfaction, and improvement metrics.
• Receive end-user feedback through surveys and interviews to contribute to service quality assessments.
• Document recurring issues and contribute to the knowledge base to enhance first line support effectiveness.
• Participate with the service desk and IT operations teams to streamline communication and escalation processes.
• Participate in service review meetings by presenting findings and tracking action items related to service enhancement.

• 2.01 to 4 years of relevant experience.

• Bachelor's degree in information systems, preferably a Master’s degree in information systems or relevant fields.