BDO USA, LLP
Job Summary
The ITSM Analyst II continuously works to minimize the adverse effect of IT changes, incidents, and problems, and to proactively prevent the occurrence of IT incidents, problems and errors for firm partners and professionals. The ITSM Analyst II is involved with the configuration, maintenance, and support of the Configuration Management Database (CMDB). The ITSM Analyst II supports the discovery and validation of configuration items (CIs), and builds, supports, and reconciles the associated processes in alignment with strategic company objectives. Additionally, the ITSM Analyst II reviews and reports on key performance indicators (KPIs) and other business process benchmarks to ensure consistency and quality of IT service offerings and standardized compliance requirements.
Job Duties
Investigates critical and complex trending incidents identified as problems
Identifies incident root cause trends in event management outputs
Aids in problem investigations and root cause analysis in coordination with all IT departments, leaders, and pertinent stakeholders
Reviews changes for compliance, necessary detail, and possible impact to production environments
Assists in the creation and communication of change reports, and follows up on non-compliant changes
Assists in development of Configuration Management processes, procedures, and standards
Aids in the creation and maintenance of key performance indicators (KPIs) and metrics to improve Configuration Management
Ability to translate general highly technical concepts in business terms
Assists in implementation, maintenance, and process improvement of the Problem Management, Change and Configuration Management methodologies and processes
Assists in standardizing data collection documentation around ISO 27001, SOC 2 and other Firm IT certification compliance
Analyzes Incident data, metrics, and reports to identify opportunities for proactive problem management and process improvements
Documents incidents caused by change and identifies, assigns, and follows up on mitigation tasks
Reviews CMDB to ensure current CIs are mapped correctly and new CIs are discovered and added accurately
Remains current on latest ITIL methodologies and emerging trends, recommending ways to utilize new technologies in BDO environment
Learns and maintains a high level of knowledge of business line applications, workstation operating system and primary IT platforms and systems
Knowledgeable about project lifecycle processes and aids in recommending project demands to explore long-term problem mitigation
Reviews quality of known error problem records and related knowledgebase articles to ensure information is complete, accurate, and workarounds are effective
Evaluates resolutions to known issues and recommends best course of action to IT management
Provides root cause analysis reporting to IT management following problem management processes
Coordinates problem resolution across internal support groups, project teams, vendors, suppliers and customers, and escalates issues as needed to overcome roadblocks while accelerating the problem resolution lifecycle
Identifies operational, procedural, and technical opportunities to promote effective ITSM continuous improvement
Collaborates with the Service Desk team on active problem tickets to ensure accurate and effective level one responses
Creates technical documentation and FAQs for the knowledgebase
Other duties as required
Supervisory Responsibilities
N/A
Qualifications, Knowledge, Skills and Abilities Education/Experience:
Bachelor's degree in Computer Science, Information Systems with one (1) or more years of experience working within Problem, Change and/or Configuration management (CMDB)
Three (3) or more years of experience working within Problem, Change and/or Configuration management (CMDB) processes, required
Professional service firm experience, preferred
License/Certifications:
ITIL Foundation Certification, preferred
ITIL Expert Certification, preferred
Microsoft Certified IT Professional (MCITP), preferred
Software:
Proficiency in the use of Microsoft Windows 10 Operating System, preferred
Proficiency in the use of Microsoft Office Suite 2013 or higher, preferred
Proficiency in the use of ServiceNow, preferred
Language:
English, required
Other Knowledge, Skills & Abilities:
Ability to work after hours and weekends as needed
Strong analytical, organizational, and problem-solving skills
Ability to follow an issue through to its logical conclusion and elevate as necessary
Ability to work independently as well as part of a team
Excellent written communication skills, maintaining accurate documentation and technical authorship of complex documents
Excellent interpersonal and customer relationship skills
Ability to facilitate meetings efficiently and effectively
Ability to work in a deadline-driven environment while handling multiple complex projects/tasks simultaneously with a focus on details
Ability to work well under pressure while dealing with unexpected issues in a professional manner
Capacity to travel as needed
Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate's qualifications, experience, skills, and geography.
National Range: $75,000 - $80,000
Maryland Range: $75,000 - $80,000
NYC/Long Island/Westchester Range: $75,000 - $80,000
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Job Duties
Investigates critical and complex trending incidents identified as problems
Identifies incident root cause trends in event management outputs
Aids in problem investigations and root cause analysis in coordination with all IT departments, leaders, and pertinent stakeholders
Reviews changes for compliance, necessary detail, and possible impact to production environments
Assists in the creation and communication of change reports, and follows up on non-compliant changes
Assists in development of Configuration Management processes, procedures, and standards
Aids in the creation and maintenance of key performance indicators (KPIs) and metrics to improve Configuration Management
Ability to translate general highly technical concepts in business terms
Assists in implementation, maintenance, and process improvement of the Problem Management, Change and Configuration Management methodologies and processes
Assists in standardizing data collection documentation around ISO 27001, SOC 2 and other Firm IT certification compliance
Analyzes Incident data, metrics, and reports to identify opportunities for proactive problem management and process improvements
Documents incidents caused by change and identifies, assigns, and follows up on mitigation tasks
Reviews CMDB to ensure current CIs are mapped correctly and new CIs are discovered and added accurately
Remains current on latest ITIL methodologies and emerging trends, recommending ways to utilize new technologies in BDO environment
Learns and maintains a high level of knowledge of business line applications, workstation operating system and primary IT platforms and systems
Knowledgeable about project lifecycle processes and aids in recommending project demands to explore long-term problem mitigation
Reviews quality of known error problem records and related knowledgebase articles to ensure information is complete, accurate, and workarounds are effective
Evaluates resolutions to known issues and recommends best course of action to IT management
Provides root cause analysis reporting to IT management following problem management processes
Coordinates problem resolution across internal support groups, project teams, vendors, suppliers and customers, and escalates issues as needed to overcome roadblocks while accelerating the problem resolution lifecycle
Identifies operational, procedural, and technical opportunities to promote effective ITSM continuous improvement
Collaborates with the Service Desk team on active problem tickets to ensure accurate and effective level one responses
Creates technical documentation and FAQs for the knowledgebase
Other duties as required
Supervisory Responsibilities
N/A
Qualifications, Knowledge, Skills and Abilities Education/Experience:
Bachelor's degree in Computer Science, Information Systems with one (1) or more years of experience working within Problem, Change and/or Configuration management (CMDB)
Three (3) or more years of experience working within Problem, Change and/or Configuration management (CMDB) processes, required
Professional service firm experience, preferred
License/Certifications:
ITIL Foundation Certification, preferred
ITIL Expert Certification, preferred
Microsoft Certified IT Professional (MCITP), preferred
Software:
Proficiency in the use of Microsoft Windows 10 Operating System, preferred
Proficiency in the use of Microsoft Office Suite 2013 or higher, preferred
Proficiency in the use of ServiceNow, preferred
Language:
English, required
Other Knowledge, Skills & Abilities:
Ability to work after hours and weekends as needed
Strong analytical, organizational, and problem-solving skills
Ability to follow an issue through to its logical conclusion and elevate as necessary
Ability to work independently as well as part of a team
Excellent written communication skills, maintaining accurate documentation and technical authorship of complex documents
Excellent interpersonal and customer relationship skills
Ability to facilitate meetings efficiently and effectively
Ability to work in a deadline-driven environment while handling multiple complex projects/tasks simultaneously with a focus on details
Ability to work well under pressure while dealing with unexpected issues in a professional manner
Capacity to travel as needed
Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate's qualifications, experience, skills, and geography.
National Range: $75,000 - $80,000
Maryland Range: $75,000 - $80,000
NYC/Long Island/Westchester Range: $75,000 - $80,000
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