AM Analyst
Endava
Colombia-Bogota-Bogota
hace 6 días

Consider a new opportunity

The management of incidents through their entire lifecycle, starting from the appropriate triaging and continuing through the resolution of the incidents by engaging resolving groups, managing the communication with the various internal and external parties and ending with the correct recording of SLA compliance.

The triaging activities will involve analysis of the request and using knowledge of the systems, correctly categorizing the request either as incident or change request, followed by correctly engaging the appropriate party to commence resolving activities.

  • Ensure all requests, incidents and queries are triaged in Service Management tool within agreed SLAs
  • Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions
  • Performing requirements analysis
  • Documenting and communicating the results of your efforts
  • Working closely with clients, technicians, and managerial staff
  • Ensuring solutions meet business needs and requirements
  • Performing user acceptance testing
  • Match your profile

  • Highly developed customer skills
  • Very good analytical thinking
  • Strong written and verbal communication skills
  • Excellent knowledge of English language (90% Level)
  • Capable of identifying trends and using statistics to interpret data
  • Organized, methodical and structured approach to work, attention to details
  • Ability to evaluate the current environment, gather needs, and propose a recommended CM solution
  • Curiosity and business acumen
  • Self-starter and driven
  • The following skills would be a plus

  • Some technical skills and understanding of the software development lifecycle
  • DatabaseAdministration SQL
  • Design / architectskills : Ability to define and design CM standards for the technology
  • Experience of working with IT customer service, support operation and project management
  • Familiarity with ITIL concepts and practice
  • Knowledge of SLA structure
  • Full-time

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