IT Analyst

Maersk Group

ITSM Tool Administration:

• Proficiently administer and manage ITSM tools such as ServiceNow and HP Service Manager.
• Ensure the effective utilization and configuration of ITSM tools to support service delivery processes.

Service Level Management (SLM):

• Conduct periodic assessments and reviews of the entire Service Level Management process.
• Monitor and enforce adherence to service level agreements (SLAs) and key performance indicators (KPIs).

Record Management:

• Ensure accuracy and completeness of request, incident, problem, and change records from creation to closure.
• Implement measures to improve data accuracy and integrity within IT service management processes.

Operational Workflows and Documentation:

• Assist in creating and maintaining IT operational workflows, knowledge documents, reports, portal content, and communications to both IT and business customers.
• Continuously improve documentation to enhance the efficiency of IT service delivery.

Major Incident Management:

• Facilitate major incident conference bridges, accurately identifying and logging attendees, timelines, and troubleshooting steps taken.
• Contribute to post-incident reviews and implement corrective actions to prevent recurrence.
• Change Management:
• Coordinate planned change windows, ensuring proper communication and documentation.
• Log and analyze the results of change implementation, providing insights for continuous improvement.

Additional Benefits:

• Manage and communicate additional benefits packages, including generous annual leave, insurance cover, and other perks.
• Contribute to the overall employee experience by promoting a positive work environment.

Global Operation:

• Seize the opportunity to join a global operation ranked as the number one industry leader in their field.
• Collaborate with international teams and contribute to the success of a diverse and innovative organization.

Work Environment:

• Be based in modern offices equipped with state-of-the-art facilities, fostering a conducive and collaborative work environment.
• If you are a dedicated IT professional with a passion for service excellence and process improvement, we invite you to apply and become a key contributor to our success.