Analyst supporting strategic initiatives across growth, operations, and performance management in a healthcare company. Collaborating with cross - functional teams to drive execution and develop insights.
About the role
- Senior IT Service Analyst managing complex ITSM processes for Forcepoint, simplifying security for global businesses. Engaging in governance, compliance, and continual service improvement initiatives.
Responsibilities
- Investigate and resolve complex ITSM issues, leading root cause analysis to prevent recurrence
- Lead process reviews and document findings to drive continual improvement
- Mentor and support junior analysts, sharing knowledge and best practices
- Maintain and manage the Known Error Database
- Support procurement and provisioning activities
- Assist with audits and compliance requirements
- Contribute to Service Desk documentation governance
- Administer the Configuration Item (CI) register and ITSM toolset data
- Coordinate service-related communications across stakeholders
- Support survey administration and feedback processes
- Contribute to Knowledge Management processes and standards
Requirements
- Strong experience in ITSM and IT governance
- ITIL Foundation certification or higher
- Excellent problem-solving and communication skills
- Proven experience mentoring junior staff
- Hands-on experience with ITSM platforms
- Knowledge of scripting or automation tools
Benefits
- Bonuses
- Paid time off policy
- Many region-specific benefits
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