IT Analyst I

Posting Date: Mar 11, 2019

Location: Noida, IN

Company: iQor

Way to go iQorian! We’re excited you’ve decided to be considered for this new role and one step closer to advancing your career. Please read the information carefully. Should you have any questions please contact your local Recruiting manager.  Let’s get started! 

Summary

This role will provide the mid-senior level ITIL process to internal employees across the globe. The successful candidate will cut across all the technologies/domains and connect with different delivery teams. will require an aptitude for working on mainly Knowledge and Change Management processes and sound understanding on Event, Incident, Problem, Release and Asset & Configuration Management.

 

Capacity and Knowledge management analyst needs to manage day-to-day interface into the Capacity and Knowledge Management process and is responsible for ensuring the execution of the process.

Responsibilities

  • KEY RESPONSIBILITIES:
  • Knowledge Management:
  • Previous experience in knowledge management
  • Proven ability in understanding, gathering, analyzing and interpreting data.
  • Build Knowledge Management contents on the portal - Skilled in Share point, Microsoft Office applications (Word, PowerPoint, Excel), building/maintaining website and others .e.g Javascript, Flash, HTML
  • Manage and alter the contents on the KM operations & practices – Updating/ Modifying Knowledge Base articles, adhering to the standardized template.
  • Aware of Central Importance & Strategic benefits of KM for organization.

Capacity Management:

  • Minimize the adverse effect on the business of incident and problems caused by capacity related issues in the IT space.
  • Ensure the successful, timely reactive and proactive resolution or initiation of resolution of detected capacity issues.
  • Including notification and escalation of high priority issues across NOS groups
  • Proactive prevention of issues - trend analysis, targeting support action and communication
  • Ensure all relevant service teams understand and act upon existing processes or process alerts
  • Participate in new service offering design reviews, provide input from capacity point of view
  • Participate in capacity management process definition, design & maintenance
  • Monthly & weekly reporting, capacity related incident review on demand

Change Management:

  • Understanding on CR Types, assessment model and process work-flow.
  • Obtain approvals on Emergency/Break-fix changes when needed.
  • Attend CAB meetings, get into the CR details and follow up on pending CRs with stakeholders.
  • Audit CRs internally every week and bridge continuous gaps. Understanding on process KPIs.
  • Document final approval/rejection of a change that requires CAB (Change Advisory Board) approval and ensure communication happens on changes that have been identified as having pervasive impacts to stakeholders.
  • Reviewing failed/cancelled changes to identify the cause for the failure or cancellation to ensure that no outstanding issues exist that require additional attention and ensuring that those issues are resolved/addressed by the appropriate individuals by raising an incident/problem/change.
  • Monitor that incidents encountered during the implementation of a change are properly documented with appropriate process inter-relationship.

Requirements

Graduate of 4-5 yr Computer / IT related course.

2-3 years working experience in ITIL service support/design model, preferably from IT organization.

Strong knowledge of  Customizing web portal or knowing web technologies is must.

Worked in Capacity Framework will be an added advantage.

Goal-driven, team player who demonstrates the creativity and commitment to get the job done.

Excellent presentation skills on MS Word and Power Point with work-flows are preferable.

Must be flexible to work in the US EST timings.

Strong written and verbal communication skills.

Education Requirement

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Computer Science, Information Systems or computer related discipline required. 

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individual will be required to sit and/or remain stationary for extended periods of time. Individual will be required to type and/or operate a computer and other office productivity machinery for extended periods of time. The worker is required to have close visual acuity to perform activities such as: preparing and analyzing data and/or documents; transcribing; viewing a computer terminal and/or extensive reading. The person in this position may need to occasionally walk or otherwise traverse, stand, exert up to 10 lbs. of force to push, pull, lift or otherwise move objects, bend, reach, kneel, and/or twist for minimal periods of time. Employees should not attempt to lift, pull or push a load in excess of 50 lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.

iQor.com