Job Overview: The ITIL Senior Event Analyst role is a critical position within the newly established Technology Performance and Availability Management (TPAM) team in Digital Services. This team plays a pivotal role in ensuring the operational technology on the SRN is consistently operational, healthy, and efficiently managed. The Senior ITIL Event Analyst will contribute to the proactive monitoring, event management, and performance and availability management processes and tooling, leveraging deep expertise in ITIL processes and the ServiceNow ITOM and CMDB platforms.

Responsibilities:

• Assist the TPAM Lead in overseeing monitoring processes and tooling.
• Collaborate closely with key stakeholders to ensure timely actions are taken.
• Develop a comprehensive understanding of stakeholders and existing Service and Asset configuration architecture.
• Establish and maintain a framework for monitoring, correlating, and acting on events/triggers across various services.
• Diagnose and resolve ITOM issues and errors.
• Monitor CMDB health through the design and implementation of identification and reconciliation rules.
• Interpret ServiceNow logs and data to diagnose issues.
• Conduct trend and performance analyses to identify underlying infrastructure issues.
• Lead or support review groups, such as Insight Forums, with relevant Service Delivery Managers and Resolver Groups.
• Support continuous learning and retrospectively review the root causes of unforeseen performance and availability issues.

Qualifications and Experience:

• Deep experience in ITIL processes.
• Proficiency in ServiceNow ITOM and CMDB platforms.
• Strong analytical and problem-solving skills.
• Effective communication and collaboration with key stakeholders.
• Proven ability to lead or support review groups and forums.
• Continuous improvement mindset and commitment to root cause analysis.