eca46b5f-481 IT Service Management Analyst The IT Service Management Analyst is responsible for the strategy development, operation and support of enterprise-wide service management functions, including asset, incident, change, problem, service request, knowledge, and configuration management processes and operational analytics/BI/reporting functions. This position is responsible for developing and supporting TO metrics and reporting to monitor process/tool adoption and maturity levels, technical ability to pull data from a variety of sources, consolidating and analyzing the data to identify potential areas for improvement, leading projects to identify and execute improvements in processes and tools, and working with service owners and leaders across the technology organization to identify and publish actionable service metrics that drive continuous service improvement.

This role requires a strong analytical and problem-solving skillset, with the ability to work with multiple stakeholders and prioritize tasks effectively. The ideal candidate will have a strong understanding of IT service management principles and practices, as well as experience with data analysis and reporting tools such as PowerBI and Excel.

Responsibilities:

  • Design and develop metrics and reports using data from Helix, and other data sources
  • Assist Service Management Analysts and technology partners in defining requirements for metrics and reports
  • Support and enhance existing metrics and reports
  • Support and enhance the Helix (SQL server) data mart
  • Act as a liaison to the Data and Analytics reporting team for support and requirements
  • Analyze data for trends, root cause, and performance issues
  • Validate data accuracy
  • Identify and troubleshoot data issues
  • Work with vendors as appropriate to resolve data issues or discuss requirements
  • Identify metrics and reports that will help improve TO processes
  • Track and report status of metrics and reporting projects

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]]> full-time mid onsite Advanced T-SQL, Postgres, Oracle, PowerBI, Data Analysis Expressions (DAX), Excel data analysis, pivot tables, slicers, charting, data analysis, VBA macros, CMS, relational databases, BMC Helix, ITIL Foundation certification, Business Intelligence analytics tools, data marts, data mining skills, ITIL, IT Service Management frameworks, process improvement IT Energy Georgia Power https://logos.yubhub.co/georgiapower.com.png Georgia Power is a leading energy provider in the United States, serving over 2.5 million customers across the state of Georgia. https://www.georgiapower.com/ https://emje.fa.us6.oraclecloud.com/hcmUI/CandidateExperience/en/sites/SouthernCompanyJobs/job/17795 Atlanta 2026-04-03 26c5ed86-a38 FBS Help Desk Analyst I Our client is seeking a FBS Help Desk Analyst I to provide technical phone support for customers and conduct problem analysis for incidents involving moderately high complexity. The successful candidate will be responsible for providing basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support. They will also act as a representative of technical services to customers, initiating, escalating or resolving problem tickets and/or service requests. ### Essential Job Functions - Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support. - Acts as representative of technical services to its customers. Initiates, escalates or resolves problem tickets and/ or service requests. - Troubleshoots and resolves technical problems, escalates to support resources. - Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations. - Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s). - Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner. - Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources. - Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers. - Must be able to provide clear, concise, information through written and verbal communications. - Provides comprehensive help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support. - Conducts problem determination for incidents/ problems involving medium to moderately high complexity using documented procedures and available tools. - Using appropriate tools, escalates and coordinates problems to internal IT partners and external vendors. - Take part in mentoring process. - Comprehensive knowledge of all site standard equipment and facilities. - Advanced knowledge of non-standard but commonly used products including escalation procedures. - Is able to partner with internal IT operations and external vendors to solve technical problems ### Requirements - High school diploma or equivalent required. Bachelor’s degree preferred or equivalent relevant business experience or certifications - 1+ year of helpdesk analyst experience plus related technical knowledge or experience - Fluent English ### Software / Tool Skills Must: - Service now – Entry level (1-3 years) or equivalent: 1.      BMC Helix ITSM (Remedy) 2.      Cherwell Service Management (Ivanti Neurons for ITSM) 3.      Freshservice (by Freshworks) 4.      Jira Service Management (by Atlassian) 5.      Ivanti Service Manager 6.      ManageEngine ServiceDesk Plus 7.      SysAid 8.      TOPdesk 9.      SolarWinds Service Desk 10\. Zendesk for ITSM Nice to have: ·       MS Office Suite - Entry Level (1-3 Years) ·       AWS - Entry Level (1-3 Years) ·       IT Hardware - Entry Level (1-3 Years) ·       OneDrive - Entry Level (1-3 Years) ·       Microsoft Edge - Entry Level (1-3 Years) ·       Chrome Browser - Entry Level (1-3 Years) ·       Intune - Entry Level (1-3 Years) ·       IPhone Mobile - Entry Level (1-3 Years) ·       OKTA - Entry Level (1-3 Years) ·       Outlook - Entry Level (1-3 Years) ·       MS Teams - Entry Level (1-3 Years) ·       Azure - Entry Level (1-3 Years) ### Benefits Competitive compensation and benefits package: 1\. Competitive salary and performance-based bonuses 2\. Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc. 3\. Career development and training opportunities 4\. Dynamic and inclusive work culture within a globally renowned group 5\. Private Health Insurance 6\. Pension Plan 7\. Paid Time Off 8\. Training & Development Note: Benefits differ based on employee level.

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]]> full-time entry remote IT Support and Troubleshooting, Service now, BMC Helix ITSM (Remedy), Cherwell Service Management (Ivanti Neurons for ITSM), Freshservice (by Freshworks), Jira Service Management (by Atlassian), Ivanti Service Manager, ManageEngine ServiceDesk Plus, SysAid, TOPdesk, SolarWinds Service Desk, Zendesk for ITSM, MS Office Suite, AWS, IT Hardware, OneDrive, Microsoft Edge, Chrome Browser, Intune, IPhone Mobile, OKTA, Outlook, MS Teams, Azure IT Finance Capgemini https://logos.yubhub.co/view.com.png Capgemini is one of the world's largest insurance groups, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion. https://jobs.workable.com https://jobs.workable.com/view/fhvzD6YKwJzTmuq3e7kvgF/remote-fbs-help-desk-analyst-i-in-colombia-at-capgemini 2026-03-09