Service Catalog Analyst II

TL;DR

Service Catalog Analyst II (IT Service Management): Completing routine tasks for the Service Catalog, a foundational component of IT Service Management with an accent on reviewing requests, maintaining offerings, and performing data analysis for KPIs. Focus on identifying common offerings across disparate systems, recommending automation, and maturing Request Management processes.

Company

hirify.global is a leading worldwide provider of payment technology and software solutions.

What you will do

• Perform daily operational processes for the Service Catalog with little to no supervision.
• Review initial new offering requests and prepare review documents for existing offerings.
• Maintain review information within ticketing tools and assist with documentation.
• Review disparate system content to identify common offerings and provide data analysis on KPIs.
• Participate in and facilitate meetings with Functional Group Owners and Executive Leadership.
• Contribute to and execute on the roadmap to mature Request Management processes.

Requirements

• Experience working in an ITIL driven organization.
• Understanding of Metrics, Key Performance Indicators, and Critical Success Factors.
• Strong communication (written & verbal), mediation, and facilitation skills.
• Analytical and problem-solving skills.
• Demonstrated excellence in Google Workspace.
• Knowledge of data mining and relational databases, proficient in standard computer hardware and software systems (including MS Office and Flowcharting tools like Visio or UML).

Nice to have

• Prior experience in an IT Service Management role.
• BS Degree or equivalent experience.
• Minimum two years of technical or industry experience.
• ITIL v4 Certification.
• Background in IT Operations, Research or Process Engineering.

Culture & Benefits

• Work collaboratively in a team environment with a spirit of cooperation.
• Maintain good working relationships in all engagements.
• Opportunity to provide guidance, advice, and training to less experienced staff.
• Build relationships with other ITSM teams to ensure smooth inter-process activities across the service lifecycle.