Sr. IT Service Management Analyst - Disaster Recovery Remote

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Job Posting Title

Sr. IT Service Management Analyst - Disaster Recovery Remote

Job Description

As a Sr. IT Service Management Analyst you will support the enterprise IT Disaster Recovery process with the goal of ensuring that the Enterprise Critical IT services and work processes can be resumed within agreed upon service and resumption levels with limited to no disruption of key critical business processes. You would also be responsible for leading design and implementation activities related to Disaster Recovery, processes and recovery solutions. You will assess and manage annual DR testing exercises (Annual and tabletop) to ensure efficient recovery of IT systems ensuring predetermined RPO and RTO timelines are met.

This position is responsible for process & technology improvements: gathering of requirements, designing, building and deploying processes and procedures within the enterprise environment. This position is also responsible for defining, developing and implementing disaster recovery service metrics for internal and external customers. 

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Responsibilities

• Serves as the point of contact and Subject Matter Expert for IT Disaster Recovery to provide best practices, guidance and recommendations for remediation of identified DR risks. Support development of DR capabilities for new products and services in data-center environments as well as in public cloud and DRaaS solutions 

• Compliance - Work with IT team to respond to client RFP’s, RFI’s, requests.

• Perform day to day program administration as well as conducting annual testing of the DRaaS environment. Able to work with key stakeholders to create and maintain DRaaS runbooks and coordination of the annual DRaaS test and/or other DR tests.

•  Analyzes current processes to propose areas for improvement to quality and efficiency; leads execution of prioritized enhancements. Works directly with stakeholders across the organization to gather requirements for new and improved processes and services.

• Works with stakeholders to establish, monitor and report on the adherence to process & procedures for IT services 

• Conducts process training to process users and other stakeholders; provides guidance to the Service Delivery Analyst on service management initiatives and deliverables

• Participates in strategy development, service review meetings, and various project/initiatives with the business, clients and IT

• Executes and coordinates daily/routine procedures, including data management, reporting, workflow processing, communication of workflow status, and coordinating activities across multiple teams 

• Other duties as assigned 

Education & Experience

• Bachelor's degree in business, computer science or related area of study, or equivalent combination of education and/or relevant work experience; HS diploma or GED is required

• 5 years of relevant IT experience

• Must be eligible to work in the United States without need for work visa or residency sponsorship

Additional Qualifications

• Ability to deliver results while working with remote, virtual, and cross-functional teams

• Proven ability to be organized and prioritize multiple, complex tasks and successfully shift priorities in response to urgent requests 

• Ability to periodically work outside of regular business hours to support Disaster Recovery testing and other related activities 

•  Demonstrated effective written, verbal and presentation communication skills; ability to think creatively

• Demonstrated effectiveness at conflict management and consensus