Service Management Analyst
Posted: February 15, 2017
Reference ID: 883267008
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LinkedIn is looking for a Service Management Analyst to work within LinkedIn's Global Operations Service Management Team with a focus on organizational effectiveness, alignment and efficiency. The position will help drive key operational projects within LinkedIn's Global Production Operations and IT teams that support and accelerate key Global Operations (GOPS) initiatives. The right candidate will have demonstrated solid delivery on technical projects, communications and business project activities. This candidate is expected to perform using best practices for planning, scheduling, monitoring, tracking, and execution of our Global Production Operations and IT projects.
This person is responsible for documenting and maintaining all GOPS Services, their specific descriptions, user base and their agreed SLA's associated to incident resolution and request fulfillment. The ideal candidate will have a critical balance of people, organizational, and technical skills, and can execute and deliver successfully in situations where autonomy is given.
Create, maintain and publish a Catalog of GOPS Services (GTS,PEO,CTO). Ensure GOPS documentation and tooling reflect appropriate Service Catalog Name and Taxonomy. Negotiate, get buy-in for, design, and maintain SLAs with internal customers for GOPS Services. Work with Change Managers to understand the SLM requirements for proposed new services and changes. Establish regular service review meetings with GOPS service owners, analyzing and discussing positive and negative trends. Work with Service Owners on any SLA deviation and assist with action plans to get them back on course. Work with HelpIN team to ensure SLA definitions within our ticketing system are accurate and up to date. Work with Tools team (alerts and monitoring) to ensure defined SLA targets are appropriately reflected in our incident response systems. Leverage CSAT & NPS Survey information for potential SLA and Catalog updates or enhancements.
1+ years experience managing projects within a help desk environment. 6+ months of experience working within Help Desk or Services environment. 6+ months of experience working with ITSM Ticketing systems (ticket creation through management) like ServiceNow.
Demonstrated ability to lead and drive projects to meet SLAs. Experience providing key training docs/wiki/helpin articles for Process and Technology Experience preparing departmental newsletters and other key communications Experience with Service Operations health management, ability to propose and drive avenues for continuous organizational improvement. Strong experience in developing metrics strategy Exposure to process design and program management at scale Experience working within a production operations and/or IT organization. Experience applying Agile methodologies and practices (e. . Scrum, Kanban) supporting multiple teams. Associate's degree (or equivalent) or above, or equivalent work experience