ITSM Specialist - Operations Analyst
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From Bloomberg’s original posting
The Role The Service Management Office (SMO) sets the standards for how IT service management operates across ETS. It provides the governance, consistency, and measurement behind practices including Request, Problem, Incident, and Knowledge Management. As an ITSM Specialist in the SMO, you will help define and maintain these standards across the portfolio. You will partner with teams to establish what good looks like, track performance against key measures, identify gaps, and lead improvement work. You will be a trusted partner to delivery teams when a process is not working as it should, and to leadership when they need a clear view of how the portfolio is performing. Mission To make service delivery measurably better by strengthening how ITSM practices run, their standards, their metrics, and their continual improvement, while the teams who execute those practices stay focused on doing the work. We’ll trust you to: • Support the design of ITSM practices across the portfolio: their standards, intake criteria, escalation paths, and definitions of good, keeping them current as the organization changes. • Establish, report on, and analyze practice health metrics (KPIs/SLAs) across…
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