IT Service Analyst

Prague, Hlavní město Prague, Czech Republic DHL Supply Chain 59514 23. April, 2021
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IT Service Analyst

BE AN ESSENTIAL PART OF EVERYDAY LIFE

This role is responsible for managing Service Level Agreements and Operating Level Agreements and ensuring service levels are met by comparing actual performance with pre-defined expectations, determining the appropriate corrective actions, and coordinating with cross-functional teams to report and confirm desired results of corrective actions are achieved.

In this role you will:                                              

  • Ensure all IT Service Management (ITSM) processes, Operational Level Agreements, and underpinning contracts are appropriate and support the achievement of the agreed service level targets
  • Create working relationship with service management across Global ISM, DSC BU IT and ITS and Support Infrastructure teams
  • Monitor and manage the quality of service for the IT organization along agreed critical success factors (CSF) and key performance indicators (KPIs)
  • Drive the design and creation of applicable reports as well as monitoring service level performance at predetermined intervals
  • Serve as contact for Service Level performance
  • Create, drive, and manage reports from GSN and in MS Excel and further available reporting tools and maintain data to and from various portals (Request IT, Telco provider portals, License management portal)
  • Align the reporting needs with country, global and ITS stakeholders to ensure unified, standardized reporting that supports business needs                 
  • Monitor financial performance in line with agreed standards

Job requirements:

  • 3+ years of experience in ITIL
  • 3+ years of experience in multinational IT organizations
  • 3+ years of experience in working in multi-cultural environment, managing matrix-type communications in direct and dispersed geographical locations within sophisticated and complex IT organizations
  • Analytical skills
  • Advanced Excel skills

Education:

  • University Degree in Computer Science, Information Systems, Science, Business Administration or equivalent years of specific experience
  • Certifications in technical disciplines (e.g. ITIL, MS Excel)

Zahlen und Fakten

  • Arbeitszeiten

    40

  • Geschäftsbereich

    DHL Solutions k.s.

  • Reisetätigkeit erforderlich

    No travel required

  • Beschäftigungsart

    Unbefristet Vollzeit

  • Schichtarbeit

    Tagschicht

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