Service Management Analyst

hace 2 meses


distrito federal, México Trustwave A tiempo completo

Posted Tuesday, October 15, 2024 at 11:00 PM

Trustwave is a leading cybersecurity and managed security services provider focused on threat detection and response. We uncover threats that others can’t and respond quicker than others can to protect against the devastating impacts of cyberattacks. We’re a world-class team of cyber consultants, threat hunters and researchers serving clients in 96 countries. At Trustwave, you can learn alongside the best, make a personal impact on a global scale, and solve new challenges every day. Learn more about us at .

About the Role
This position works Monday through Friday, 8:00AM to 5:00PM Pacific Time.

The Service Management Analyst will have responsibilities for owning, maturing, training, and implementing ITIL processes in a Managed Security Services organization. Within the ServiceNow platform focusing on developing automation to improve or replace existing processes and procedures to be more efficient and productive. Our mission is to improve quality of Service Delivery of our Managed Security Services organization.

Skills and Experience

  • Experience with ITIL process and implementation
  • Experience with processes designing and writing skills
  • Experience in ServiceNow
  • Experience in Incident, Change, Problem and Major Incident Management
  • Meet with and provide technical assistance to stakeholders
  • Analysis and documentation of current environment and the development of business cases to support overall efficiency of organization Managed Support Service systems and operations

Soft Skills

  • Self-managed, but team oriented
  • Focus on business priorities
  • Interpersonal skills
  • Excellent analytical thinking and problem-solving skills
  • Strong project management skills and detail oriented
  • Proactive – Anticipate risks or issues and communicate them

Education:

  • A high school diploma or equivalent is required; a college or university degree is a plus

This is a remote opportunity open to anyone legally authorized to work in Mexico. Guided by our flexible workplace philosophy, Moments That Matter , people gather in the office when in-person interaction is most impactful; full-time remote employees may be asked to travel occasionally based on the needs of the team and the business.

Trustwave is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

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