IT Service Desk Analyst
| Company | Jones Lang LaSalle (JLL) |
|---|---|
| Location | Dallas, TX, USA, Chicago, IL, USA |
| Salary | $70000 – $90000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level, Senior |
Requirements
- ITIL V4 Certified.
- 3 years of experience working within, and implementing ITIL V4 based ITSM framework and processes
- Minimum 5 years of experience of implementing ITIL’s knowledge management processes.
- Minimum 2 years’ experience of working with or implementing Generative AI, and other AI based technologies.
- Minimum 3 years’ experience working within, and reporting from, the ServiceNow tool.
- Minimum 8 years’ experience of working with various cloud-based IT technologies (For example: MS technologies, AWS env, Cisco based networks etc).
- Experience of working within a global 24/5 or 24/7 IT ServiceDesk
- Natural communicator, working closely across different JLL business lines.
- Natural initiative taking abilities leading to creative solutions.
- Decisive, and can-do attitude
Responsibilities
- Use ITIL V4 principles to partner with our 3rd party vendor and ensure they provide quality IT support including incident and service request management, managing escalations, and ensuring preservation of agreed SLAs and XLAs for service desk.
- Identify process, knowledge, and training gaps and suggest and implement creative and scalable solutions.
- Identify opportunities to implement automation and AI strategies to help digitize and improve our service offering.
- Work with Head of IT Service Desk to implement agreed upon automation or AI strategy, all the while ensuring that our knowledge can support it.
- Function as the end-to-end owner of global IT knowledge, working with all IT resolver groups and other stakeholders to build and run a global IT knowledge strategy including knowledge transfer, governance, effectiveness, and ease of use.
- Work with global IT teams to enable a ‘Service Desk needs to know first’ mentality.
- Identify potential vulnerabilities, work with security and config teams to own the vulnerability management processes for the Service Desk.
- Work with IT’s change management team to understand changes coming down-stream and create training/knowledge transfer opportunities for the BAU team.
- Build and present reports to the Head of IT Service Desk Strategy & Operations on all the above using the reports and dashboards built into ServiceNow and with PowerBI.
Preferred Qualifications
- People management experience
- Nurture talent, manage succession planning and contribute to a high performing team.
- Strong organizational skills
- PowerBI development experience