Global Applications Analyst (ITSM) - Remote

Overview

The Global Applications Analyst specialized in IT Service Management (ITSM), will be an integral member of the Global Digital Solutions group, playing a key role in championing the support and progression of the organization's IT Service Management (ITSM) tool, Freshservice, among other tools and applications, on a global scale.

In Short

• Act as product technical owner for the ITSM application (Freshservice).
• Implement and configure the ITSM application for global functions.
• Provide dedicated support to users and stakeholders.
• Conduct analyses of existing IT service management processes.
• Implement enhancements to streamline workflows.
• Ensure compliance of ITSM tool with regulatory requirements.
• Generate and analyze reports to evaluate key performance indicators.
• Collaborate with teams to implement preventive measures.
• Manage strategic relationships with IT vendors.
• Perform other duties as assigned.

Requirements

• Experience with IT Service Management tools, especially Freshservice.
• Strong analytical skills for business process analysis.
• Excellent stakeholder management abilities.
• Knowledge of IT compliance and security standards.
• Ability to generate and interpret performance reports.
• Effective communication skills for collaboration.
• Experience in application configuration and enhancements.
• Proven ability to foster collaborative relationships.
• Strong problem-solving skills.
• Ability to manage multiple tasks and projects.

Benefits

• Opportunity to work with a global team.
• Engagement in innovative IT solutions.
• Professional development opportunities.
• Dynamic work environment.
• Exposure to diverse perspectives in a large firm.