Associate ITSM Analyst

Job Title:

Associate ITSM Analyst

Number of Positions:

1

Location:

Okemos, MI

Location Specifics:

Hybrid Position

Job Summary:

At Delta Dental of Michigan, Ohio, and Indiana we work to improve oral health through benefit plans, advocacy and community support, and we amplify this mission by investing in initiatives that build healthy, smart, vibrant communities for all. We are one of the largest dental plan administrators in the country, and are part of the Delta Dental Plans Association, which operates two of the largest dental networks in the nation.

At Delta Dental, we celebrate our All In culture. It’s a mindset, feeling and attitude we wrap around all that we do – from taking charge of our careers, to helping colleagues and lending a hand in the community. 
 

Position Description

To learn ITSM roles and responsibilities and assist with improving ITSM processes.

Primary Job Responsibilities

• Provides first level support to the enterprise by taking incoming requests from the service management tool. Provides first level approval for the change management process.
• Creates, updates, and maintains ITSM documentation.
• Documents meetings owned by the service management team.
• Generates monthly and executive reports for ITSM teams and provides first level review.
• Documents all ISS internal policies for review by management.
• Monitors ITSM ticket queue and assigns to appropriate team members. 
• Works with ITSM team members to learn details regarding job functions.
• Organizes training for new ISS employees.
• May perform functions related to ITSM disciplines as necessary.

Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.

#LI-Hybrid

Minimum Requirements:

Position requires an associate’s degree in computer science, information systems or a related field and six months of experience working in a technical support capacity. An ITIL Foundations certification is preferred. Will accept any combination of education, training, or experience.
 
Position requires understanding of ITIL key processes, including incident management, problem management, change management, CMDB, and asset management; strong customer service skills; strong technical, written, and verbal communication skills; and the ability to resolve problems using independent judgment.

The company will provide equal employment and advancement opportunity within the context of its unique business environment without regard to race, color, religion, gender, gender identity, gender expression, age, national origin, familial status, citizenship, genetic information, disability, sex, sexual orientation, marital status, pregnancy, height, weight, military status, or any other status protected under federal, state, or local law or ordinance.