Description

We are searching for a meticulous IT Service Management Analyst to join our team in Deerfield Beach, Florida. In this role, you will be integral in supporting the delivery and quality of services to end-users, providing the necessary technical assistance to ensure their jobs are performed effectively. This role will involve daily interactions with various teams and business unit IT partners to align IT services and provide outstanding customer support.

Responsibilities:

• Support the delivery and maintenance of IT services to meet the expectations of internal and external customers

• Collaborate with IT associates and stakeholders to align IT services with business goals and strategies

• Monitor the service desk queue daily to ensure continuous improvement of the customer service experience

• Identify, manage, and resolve issues promptly and conduct proactive problem management to eliminate recurring issues

• Respond to customer incidents and requests with a customer-centric approach

• Review incidents, problems, changes, and request aging and work with resolver groups to ensure compliance with process guidelines and SLAs

• Collaborate with outsourced Service Desk and End User Services team members to provide an outstanding end-user experience

• Complete assigned projects and tasks within defined timeframes and with minimal supervision

• Monitor Service Level compliance, report on performance trends, and recommend changes

• Identify opportunities for service improvement, innovation, and automation

• Update and maintain ServiceNow records, reports, dashboards, knowledge base, and technical documentation

Requirements

• Demonstrable experience in a Business Analyst role

• Proficiency in customer service and providing customer support

• Experience in planning, compliance, and quality review processes

• Familiarity with supervising daily operations and working with vendors

• Ability to use monitoring tools and create dashboards

• Knowledge of workstation support and service desk functions

• Experience ensuring compliance with service level agreements

• Strong interpersonal skills and ability to collaborate with stakeholders and partners

• Proficiency in Agile methodologies and process automation techniques

• Ability to resolve issues effectively and innovatively

• Knowledge of UX principles and its application in business operations

• Experience working with different business units and driving innovation

• Ability to contribute to the strategic direction of the business unit through innovative solutions

Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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