Service Management Analyst

Description

Why Meridian?

At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.

Factor us into your next career opportunity. We want you to grow with us and have an experience that’s different. This is a place where you can expect the unexpected.

Find our story here:

The role:

Assist with the efficient and effective delivery of the Service Management Program rall this role will be integral with the enhancement and maintenance of the Service Management Program on a daily basis, assisting with project initiatives to enhance Meridian’s delivery of IT services and support to the organization. Key focus on the development and maintenance of the Service Management tool set, process and reporting activities.

Decision-Making

• Act as Change Manager within the Change Management process, which includes the solicitation of approvals, Change closure, PIRs and associated documentation has been updated.
• Assist with the governance of the Incident, Problem Management, Request Fulfillment processes and Availability tracking.
• Where appropriate, utilize AI functionality to create efficiencies within processes and workflow functionality.

Service

• Contribute to the design and documentation of workflow improvements associated within the Service Management Program.
• As a technical SME, assist with prioritization sessions with regards to enhancement requests for the IT and Business Program processes.
• Assist with gathering business requirements for improvements to Enterprise Service Management tool, and interface with third parties in the development, configuration, integration and implementation of these improvements as per approved priorities.
• Provide process support on day-to-day issues or questions related to the Service Management Program.
• Participate in prioritization sessions regarding enhancement requests to the Service Management Program.
• Perform administration activities and configurations updates within Service Now, including coding and development of new system capabilities and workflows.
• Recommend and provide input into automated tasks that improve efficiency within teams.
• Recommend ITIL process improvements
• Educate, create and execute regular and ad hoc reports for all departments who utilize service statistics.
• Provide ad hoc reporting for departments who utilize service statistics.

Collaboration

• Provide secondary support for the Service Management processes.
• Assist with / Lead the Availability Management tracking and reporting activities.
• Assist with Service Management team and process owners to improve and maintain their processes, from a technical perspective.
• Design and document workflow improvements associated with Service Management processes.
• Recommend and provide input into automated tasks that improve efficiency within teams utilizing Enterprise Service Management tool.
• Recommend ITIL and CobIT process improvements.

Communications

• Communicate to IT and Business the upcoming changes and impact to related service(s).
• Compile regular monthly Management reporting metrics for the IT Service Management Program.
• Document pain points and quick wins that will be used in enhancements and training sessions for various Service Management processes and functions.
• Lead training sessions and materials for various Service Management processes and functions.
• Liaise with outside suppliers and support vendors for subject matter expertise and future direction.

Impact

• Collaborate with multiple teams.
• Occasionally also required to assist with small to medium, cross-functional projects, including Big Rock Initiatives.

• Highly service oriented and customer focused – able to maintain good working relationships with customers and peer partners
• Focused on process alignment with attention-to-detail skills
• Strong analytical and problem-solving abilities
• Strong documentation skills
• Proficient with Microsoft Office tools (e.g. Visio, Outlook, Word, Excel and PowerPoint).
• Organized with ability to quickly prioritize and handle critical or competing priorities in a calm and…