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IT Service Management Support Analyst - ITIL

Covestic, Inc. Seattle, WA
  • Expired: over a month ago. Applications are no longer accepted.

Covestic is looking for an IT Service Management Support Analyst with a strong background in the ITIL Framework for a role within a client’s global analytics organization. The client team is relatively new and is looking for help standing core services such as SLM, Demand Mgmt, Release Mgmt, ITOM, and Change Mgmt.


· Managing and validating incoming requests from internal customers

· Reach out to requestor to fully understand the need, impact, criticality, etc. of the request

· Triage service impacting outages associated with the global analytics and reporting services

· Manage internal customer expectations and provide updates on service outages

· Perform small changes and enhancements to existing Power BI reports, dashboards and views when/where applicable

· Query SQL databases as needed to research possible issues and problems with reports

· Help establish IT Service Management (ITSM) processes and procedures for:

o Incident Management

o Event Management

o Demand Management

o Change Management

o Request Fulfillment

o Release Management

o Service Level Management

o Risk Management

Required Skills

1. 3+ years of experience as an IT Support Analyst in an enterprise environment

2. Certified ITIL Foundations

3. 2+ years of experience working in a support organization leveraging ITSM and ITIL

4. Experience working with Power BI and able to make basic changes to reports and dashboards using Power BI

5. Prior experience writing basic SQL queries

Desired Skills:

· Certified ITIL Practitioner

· Experience working with an Azure cloud infrastructure

Covestic, Inc.

Covestic is a premier provider of IT services for midsize and enterprise organizations. As a leader in helping clients to identify, implement and manage the IT solutions which make their businesses stronger, we offer a comprehensive portfolio of services encompassing various facets of IT Service Management, IT Operations, Cloud Computing, and Project Delivery. If you are a practiced professional with a passion for technology and teamwork, then join our team.


Seattle, WA