[Remote] Service Level & Availability Management Analyst (contract)

Note: The job is a remote job and is open to candidates in USA. KPMG is currently seeking an Analyst to join their Service Level and Availability Management team as part of the KPMG Digital Nexus technology organization. The role involves supporting service level and operating level commitments, ensuring application availability, and engaging with support teams to maintain service levels that meet business and customer needs.


Responsibilities

  • Support service level and operating level commitments as an integrated component of ITSM processes such as incident, request, and change within the ServiceNow platform
  • Ensure availability commitments are active for high priority applications and services
  • Monitor, negotiate, enable, and report on service levels, operating levels, and application availability commitments
  • Proactively identify service level and availability challenges and opportunities
  • Prepare service level and availability reviews to drive benefits and improvements
  • Engage, inform, and empower support teams and management to ensure service levels are healthy, feasible and meet the needs of both our business and customers
  • Educate, communicate, and share knowledge on service level/availability topics to increase organizational awareness; drive sustainable adoption and behavior; and contribute to a high performing culture

Skills

  • Minimum 3 years of experience using / supporting core ITSM processes within ServiceNow including Incident, Request, Change, Service Level, and Availability Management
  • Minimum: ITIL Foundations Certified - Knowledge of Incident Management processes, Business Continuity, and Data Breach Management
  • Excellent communication, stakeholder management, data analysis, meeting facilitation, and presentation skills
  • Practical knowledge of tools such as Excel, Power BI and ServiceNow Reporting to support availability monitoring and service level review preparation
  • Bachelor's degree from an accredited college/university or equivalent work experience

Company Overview

  • KPMG is one of the world’s leading professional services firms and the fastest growing Big Four accounting firm in the United States. It was founded in 1987, and is headquartered in New York, NY, US, with a workforce of 10001+ employees. Its website is http://www.kpmg.com/US.

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