IT Service Desk Compliance Analyst
  • Austin, Texas, US
  • +914043515100
713 Days ago
Job Description
IT Service Desk Compliance Analyst
 
Summary

Compliance Analyst has overall responsibility for oversight and compliance of vendor engagement and alignment to contracted service as it relates to service desk and local field support operations.

Job Description

  • Understands complex business requirements and able to articulate an appropriate solutions. 
  • Provides the lead development role in the creation of new or updated SLAs or operational reports. A
  • bility to interpret existing SLA reporting requirements in the context of the available technical solution.
  • Performs highly complex compliance analysis work. Work involves examining, evaluating, and monitoring ticket, call data and SLAs to ensure conformity with existing contract.
  • Prepares reports by collecting, analyzing and summarizing data. Will work closely with vendor on process improvement recommendation. 
  • Oversight of vendor Corrective Action Plan (CAP).

WORKER SKILLS AND QUALIFICATIONS

  • Strong written, verbal and interpersonal communication skills
  • Must be able to work independently and in a diverse team environment
  • Must possess problem solving skills and the ability to multi-task
  • Must able to work around projects, deadlines, and operational needs with readiness to put in extra efforts when necessary

Minimum (Required):

Years

Skills/Experience

5+

Functional experience managing or leading an IT Service Desk and providing leadership of local field service support

5+

Functional experience working in or closely with an IT Service Desk with a focus on customer service and/or business relationship management role

2+

Experience with ServiceNow reporting modules

5+

Ability to identify problems, evaluate alternatives and implement effective solutions, to maintain effective working relationships and to communicate effectively

5+

Ability to maintain effective working relationships and to communicate effectively

5+

Ability to identify and establish metrics for reports that identify areas of improvements needed within service delivery

Preferred (Optional):

Years

Skills/Experience

2

ITIL Foundation certification

2

Experience in contract review or with contract documents

 

Industry
  • NA

Required Skills
  • managing or leading an IT Service Desk and providing leadership of local field service support,working in or closely with an IT Service Desk with a focus on customer service and/or business relationship management role,ServiceNow reporting modules,identify problems,evaluate alternatives and implement effective solutions,to maintain effective working relationships and to communicate effectively,maintain effective working relationships and to communicate effectively,identify and establish metrics for reports that identify areas of improvements needed within service delivery,ITIL Foundation certification,contract review

Experience
  • NA

Salary
  • NA

Working Hours / Week
    NA