Project Role : Service Management Practitioner
Project Role Description : Support the delivery of programs, projects or managed services. Coordinate projects through contract management and shared service coordination. Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda.
Must have skills : Service Integration and Management (SIAM)
Good to have skills : NA
Minimum
5 year(s) of experience is required
Educational Qualification : 15 years full time education
Experience: - Above Years (6+ Years)
Service Level Management Job Description
The Service Level Analyst is accountable for creating and finalizing the Service Level Management Business Design.
The Service Level Analyst is also responsible for defining and updating SLA’s, reviewing and reporting on the agreed Service Levels and dealing with Complaints and Compliments.
Key Responsibility
This section details the operational activities that should be performed by individuals performing this role within the Service Level Management process.
Activities
• Analyzes and Defines Service Level(s)
• Approves and Finalizes SLM Business Design
• Collects Data for Service Level Review
• Creates Service Level Reports
• Updates Dashboards
• Documents and Analyzes Complaints and Compliments
• Defines and builds solution to Complaints and Compliments
• Applies solution for Complaints and Compliments
• Finalizes Complaints and Compliments
• Meeting Requirements
• Internal review of Service Level Performance
• Meetings required during execution and review of Service Improvement Plan
• Meetings required to review Complaints and Compliments and evaluate their resolution
• Ad hoc meeting where required
Reporting Requirements
• Contractually defined Service Level Performance report
• Periodic Service Level Relevance report
• Ad hoc reports as required
Technical Experience:
• Self-confident, results-oriented, persuasive, and influential
• Excellent communication and interpersonal skills
• Service operations and management experience a plus
• Excellent Written and Verbal Communication
Professional Experience:
• Bachelor's degree in Computer Science or related process experience, preferred
• 3+ years of experience with the ServiceNow IT Service Management tool, preferred
• 4+ years of experience as a process owner, preferred
• Proficient in rolling out methodologies, processes, standards and/or policies
• Minimum of ITIL foundation certification. More advanced ITIL certifications desired; must have strong ITIL experience in development and deployment of processes
• Proven track record of leading successful change across functional and organizational boundaries
Educational Qualification:
Bachelor’s degree (or geography equivalent)– Business or technology preferred
Additional Information (if any)
Good To have - Certification on ITIL (V3) /ITIL Intermediate(preferably).
15 years full time education
About Accenture
Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com
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