Service Management Analyst

Summary

Join KnowBe4's Egress/KnowBe4 team as a Service Management Analyst! This role involves managing and maintaining service management practices, influencing adoption, and providing governance. You will handle major incident management, incident management, problem management, and change enablement, ensuring smooth service operations. Responsibilities include chairing meetings, tracking SLAs, identifying problems, coordinating investigations, reviewing changes, and producing reports. The ideal candidate possesses ITIL V3/4 certification and proven experience in service management. KnowBe4 offers fantastic benefits including company-wide bonuses, referral bonuses, adoption assistance, tuition and certification reimbursements, and a relaxed dress code.

Requirements

• ITIL V3/ 4
• Proven experience in Service Management
• Strong knowledge of Service Management frameworks and governance best practices

Responsibilities

• Chair and co-ordinate Service Bridge meetings
• Maintain a clear timeline of activities
• Document and share internal updates
• Provide customer updates via the Service Status page
• Create Major Incident Reports for aligned customers
• Trending of Incident records to identify potential Problem records
• Track SLA achievement and chase for resolution or escalate where required
• Track quality of tickets logged and provide feedback to teams based on categorisation, priority and level of detail
• Identify and create or triage incoming Problem records
• Manage Problem records for internal and customer issues
• Co-ordinate investigations with resolver groups to identify Root cause(s), Workarounds, and resolution
• Communicate when workarounds have been identified with internal resolver teams
• Communicate with Customers when Problem tickets have a resolution date set
• Review any incoming changes for quality and adherence to minimum data requirements
• Gather technical and customer approvals as required
• Track Change progression and completion, follow process based on success or failure
• Maintain the Forward Schedule of Change (FSoC)
• Provide daily/ weekly communications on change activity to stakeholder groups
• Manage CAB meetings accordingly
• Produce and share customer Monthly/ Quarterly Service Reporting
• Produce and track daily metrics aligning to data quality, process alignment and success rates
• Produce the weekly report documenting the highlights and gaps for Service Management within that timeframe
• Attend any meetings as required

Benefits

• Company-wide bonuses based on monthly sales targets
• Employee referral bonuses
• Adoption assistance
• Tuition reimbursement
• Certification reimbursement
• Certification completion bonuses
• Relaxed dress code