Summary: The Global Applications Analyst specialized in IT Service Management (ITSM) at Dentons will play a crucial role in supporting and advancing the Freshservice ITSM tool on a global scale. This position requires collaboration with various stakeholders to analyze business processes and implement strategic solutions for optimizing IT service delivery. The role emphasizes the importance of communication, technical ownership, and continuous improvement within the ITSM framework. The analyst will also be responsible for ensuring compliance and security within the ITSM tool while fostering relationships with IT vendors.

Key Responsibilities:

• Assume role of product technical owner for the ITSM application (Freshservice), managing configuration, software changes, and stakeholder education.
• Implement and configure the ITSM application for global and regional functions.
• Implement new modules to improve ITSM best practices adoption.
• Provide dedicated support to users and stakeholders for seamless ITSM tool utilization.
• Foster collaborative relationships with cross-functional teams to discern business needs.
• Maintain communication channels with global teams for feedback and alignment with ITSM objectives.
• Conduct analyses of existing IT service management processes for improvement opportunities.
• Implement enhancements to streamline workflows and improve operational efficiency.
• Institute monitoring mechanisms to track performance and usage metrics of ITSM applications.
• Generate and analyze reports to evaluate key performance indicators.
• Collaborate with teams to implement preventive measures for system stability.
• Ensure compliance of ITSM tool with regulatory requirements and security standards.
• Establish and maintain security measures to safeguard sensitive data within the ITSM tool.
• Cultivate relationships with IT vendors for ongoing evaluation of features and upgrades.
• Perform other duties as assigned.

Key Skills:

• Profound familiarity with the ITIL framework and best practices.
• Proficient in configuring, customizing, and managing ITSM tools.
• Ability to analyze complex issues and implement effective solutions.
• Proficient in data analysis and generating insights for decision-making.
• Competence in planning and executing ITSM-related projects.
• Creative thinking for innovative solutions to business needs.
• Strong documentation skills for processes and configurations.
• Exceptional written and verbal communication skills in English.
• Effective negotiation and influencing skills.
• Experience in managing relationships with vendors.
• Adaptability to evolving technologies and industry trends.
• Customer-centric approach to service delivery.
• Risk assessment and mitigation skills in business analytics.
• Commitment to continuous improvement opportunities.

Salary (Rate): undetermined

City: undetermined

Country: undetermined

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT