Service Management Analyst

Summary

Join KnowBe4 as a Service Management Analyst and become part of a dynamic team responsible for managing and maintaining service management practices. You will play a key role in major incident management, incident management, problem management, and change enablement. This role requires proven experience in service management, strong knowledge of relevant frameworks, and ITIL V3/4 certification. You will collaborate with various teams, provide regular reporting, and contribute to continuous service improvement. KnowBe4 offers a fantastic benefits package including company-wide bonuses, referral bonuses, tuition reimbursement, and more. The work environment is described as modern, high-tech, and fun.

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