IT Service Management Analyst

IT Service Management Analyst Job Summary

The IT Service Management Analyst is responsible for the strategy development, operation and support of enterprise-wide service management functions (includes asset, incident, change, problem, service request, knowledge, and configuration management processes and operational analytics/BI/reporting functions) and tools with a focus on improving customer satisfaction, maximizing productivity, reducing cost, risk and touch points across the technology organization. This position is responsible for developing and supporting TO metrics and reporting to monitor process/tool adoption and maturity levels, technical ability to pull data from a variety of sources, consolidating and analyzing the data to identify potential areas for improvement, leading projects to identify and execute improvements in processes and tools, and working with service owners and leaders across the technology organization to identify and publish actionable service metrics that drive continuous service improvement.

Responsible for staying abreast of IT Service Management industry trends. Must be able to work with teams across the technology organization and balance between tactical/day-to-day management of the process/tool and strategic medium- and long-term planning for the organization.

This job can be located at either the Georgia Power HQ (Atlanta, GA) or the Alabama, Power HQ (Birmingham, AL).

• BS/BA in Computer Science, Business Management, or related field is preferred
• Minimum of 3 years of Information Technology experience
• Advanced T-SQL, Postgres, and Oracle skills
• Advanced proficiency in Power
  
  BI or similar dashboarding tool and Data Analysis Expressions (DAX)
• Advanced proficiency with Excel data analysis, pivot tables, slicers, charting, data analysis, VBA macros
• Experience with CMS or similar call management data and tabular data models a plus
• Applied knowledge and skills for relational databases
• Ability to quickly comprehend complex spreadsheets/data
• Understanding of BMC Helix, or similar ITSM tool, incident/request, change, and knowledge data. Asset data a plus.
• Familiarity with Business Intelligence analytics tools and data marts
• Data mining skills
• ITIL Foundation certification is preferred
• Exposure to ITIL, IT Service Management frameworks, and process improvement is a plus
• Analytical and detail oriented
• Problem solving expertise
• Good communication and presentation skills to all audiences including senior management
• Knowledge of company technology organization, business, and technical environments
• Understanding of company technology infrastructure domains including data centers, network / communications, server utilization, virtual environments, storage, and application development & maintenance
• Ability to build relationships and work comfortably with all levels of management
• Effectively organizes tasks, manages multiple priorities, and able to meet tight deadlines
• Demonstrate our values of safety first, unquestionable trust, superior performance, and total commitment and the ability to provide and accept feedback.

• Analytical and detail oriented
• Problem solving expertise
• Good communication and presentation skills to all audiences including senior management
• Knowledge of company technology organization, business, and technical environments
• Understanding of company technology infrastructure domains including data centers, network / communications, server utilization, virtual environments, storage, and application development & maintenance
• Ability to build relationships and work comfortably with all levels of management
• Effectively organizes tasks, manages multiple priorities, and able to meet tight deadlines
• Demonstrate our values of safety first, unquestionable trust, superior performance, and total commitment and the ability to provide and accept feedback.

• Design and develop metrics and reports using data from Helix, and other data sources
• Assist Service Management Analysts and technology partners in defining requirements for metrics and reports
• Support and enhance existing metrics and reports
• Support and enhance the Helix (SQL server) data mart
• Act as a liaison to the Data and Analytics reporting team for support and requirements
• Analyze data for trends, root cause, and performance issues
• Validate data accuracy
• Identify and troubleshoot data issues
• Work with vendors as appropriate to resolve data issues or discuss requirements
• Identify metrics and reports that will help improve TO processes
• Track and report status of metrics and reporting projects

Southern Company (NYSE: SO ) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading…