Operations Accelerator - Service Management Analyst

Job Description Summary:

Support service management function in ensuring service reporting and compliance across CBS service towers.

Job Description:

• Perform compliance and quality based on defined Operations Maturity Framework by Business Excellence team
• Support Service Management Lead and Account Managers in monitoring incidents, failed service levels are analysed, resolved and followed-up on a timely basis with CBS Tower delivery leads.
• Perform and/or support continuous improvement for Service Management function to improve or automate current way of work and reporting
• Participate in all required training and development programs to ensure competency
• Seek opportunities to improve knowledge, skills, and performance
• Be receptive to developmental feedback and strive to eliminate discrepancies between required competencies and current abilities.

Job Requirements

• Bachelor's degree in Information Technology, Information Systems, Computer Science, Engineering, or a related field.
• Minimum 2 years of experience in IT Service Management, Service Delivery, or IT Operations.
• Good understanding of ITIL/IT Service Management principles and SLA monitoring.
• Experience with incident management, service reporting, and continuous improvement.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management, or similar) is an advantage.
• Strong analytical, communication, and stakeholder management skills.
• Proficient in Microsoft Excel and PowerPoint.

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