Skills

Communication ServiceNow Social Media Facilitation Effective Communication Analytical Skills Recruitment

Job Specifications

Job Description

The Analyst, Service Management performs cross-stack ITIL process management activities in line with DXC standards and customer requirements, following the agreed operating and governance model. This includes performing effective communication and coordination with account and delivery teams to drive compliance with the ITIL processes. The Analyst, Service Management can tell where a service towards our customer works well or fails and possesses the skills to identify and escalate process issues. The Analyst, Service Management prepares, reviews and presents ITIL process performance reports to help achieve effective and efficient service management.

Job Responsibilities

The Analyst, Service Management is expected to:

Support the established Service Management practices and processes for the account based on DXC and customer process model
Execute cross-stack ITIL process activities as agreed for the account, which may include activities in one or more of the following areas - Change, Release, Capacity, Configuration, Availability, Problem, Incident, High-priority Incident, Reporting or Service Level management
Support the effective and efficient management of core Service Management processes
Communicate and coordinate with account and delivery teams to drive compliance with the ITIL processes in scope
Review ITIL process performance reports and provide ITIL process performance statistics
Respond appropriately to service impacting events
Maintain relevant process documentation

Activities

Execute ITIL process activities in line with the requirements
Ensure completion of in-scope Service Management deliverables
Review ITIL process performance to identify follow-up activities and issues to be addressed
Attend operational meetings and work with account and delivery teams to achieve good compliance with the ITIL process objectives
Interact with internal stakeholders to execute ITIL process activities
Interlock with delivery and account teams to obtain explanation on possible causes of issues that lead to process and service underperformance
Identify failures in process execution
Prepare reports to demonstrate the key delivery performance metrics of ITIL processes
Drive account ITIL processes in line with key compliance and performance metrics

Process governance

Support improvement initiatives on account and organizational levels
Acquire knowledge of DXC and customer-specific tools and infrastructure
Acquire knowledge of the automation opportunities related to Service Management
Communicate and raise awareness of Service Management best practices
Prepare and maintain updated operational work instructions and ITIL process-related documents as per the DXC global process standards
Ensure the account ITIL processes are compliant with the applicable quality and security standards

Key deliverables/measures

Meet contractual obligations
Account compliance to ITIL processes
Operational meetings regularly attended
Maintain interlock with account, delivery teams and customer counterparts
Professional relationship established with account management, delivery capabilities, customer and other key stakeholders

Working Relationships

Internal

Account management and delivery teams
Account Run Leads

External

DXC customers

Education Degree And Professional Experience Required

Degree in a commercially orientated subject, ideally with analytical skills
Bachelor's degree
+1 year of experience in a business role

Skills

Technical skills

Good command of MS Office
Awareness of ServiceNow

Soft Skills

Communication and coordination skills: verbal, written, presentation and facilitation
Focus on operational efficiency
Collaboration and cooperation
Ability to prioritize and perform multiple tasks
Team player - ability to bring together and work with a team of people with varied backgrounds and in a diverse multicultural environment
Ability to take informed decisions
Ability to work under pressure and handle stressful situations in a calm manner

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.

About the Company

DXC Technology (NYSE: DXC) helps global companies run their mission-critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world's largest companies and public sector organizations trust DXC to deploy services to drive new levels of performance, competitiveness, and customer experience across their IT estates. Learn more about how we deliver excellence for our customers and colleagues: https://www.dxc.com X: h... Know more