Service Management Analyst 1 at Unisys in Harrisburg, Pennsylvania

Job Description:

Job DescriptionWe Believe in Better!
We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people's lives through secure, reliable advanced technology is our vision.
At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.

Our associates are at the forefront of everything we do, driving our clients' successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us!

Learn more about Unisys and our key solution offerings: Unisys, Stealth™, CloudForte®, InteliServe™

What success looks like in this role:

Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of Configuration Management. Responsibilities include the management and Configured item lifecycle for customer accounts assigned.




You will be successful in this role if you have:
Key Qualifications* Must be able to obtain appropriate security clearance for accounts assigned.
Bachelor's Degree and a minimum of 5 years of relevant experience or equivalent combination of education and work experience.* Solid understanding of ITIL V3 processes and principals.* Solid verbal and written communication skills.* Solid ability to create and document processes.
Key Responsibilities/Outcomes* Provides point of contact for process related questions or issues and facilitates process related meetings such to insure data in the CMDB is complete and accurate.* Ensures contractual service support requirements are understood and managed.* Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.* Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.* Presents operational and service level reports and explains service level support available to internal or external customers.* Facilitates Unisys standard processes for ITIL Configuration Management.
* Compiles, analyzes and reports statistical data and trends relating to Key Performance Indicators, Service Levels and operational effectiveness.* Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.** Reviews trend analysis to conduct Proactive Problem Management and eliminate reoccurring issues on Configured items

eeoNotice For U.S. Applicants: Unisys is an Equal Opportunity Employer - Minorities/Females/ Veterans/Individuals with Disabilities/ Sexual Orientation/Gender Identity
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