IBM is searching for a Service Management Analyst. The Service Management Analyst will assist the Federal Infrastructure Managed Services (FIMS) Operations team with operating and maintaining a production IT managed services environment. The candidate will support SLA management and reporting activities and will maintain service description and delivery documentation as well as labor and cost charging documentation. In addition, this person will assist with operations management tasks, including shift scheduling, updating documentation, and supporting service improvement objectives.
The actual work location for this position is Boulder, CO.
Selected candidates may not need to travel for all projects outside of their metro area. However, all candidates must be able and willing to travel based on assigned project demand. Travel requirements may vary but could be up to 100%. Candidates are not able to refuse project based on travel
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High School Diploma/GED
At least 1 year experience in writing, maintaining, and editing documentation.
At least 1 year experience in report writing.
U.S. citizenship required
At least 1 year experience in developing shift schedules and resolving conflicts.
At least 1 year experience in IT business analysis.
At least 1 year experience in understanding cost pools and allocations relating to services.
At least 1 year experience in Information Technology Infrastructure Library (ITIL) .
At least 1 year experience in SLA reporting.
At least 1 year experience in Crystal Reports, Project management, and Technical writing.
Security clearance of Secret - Active
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IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.