Service Analyst

We are looking for a Service Analyst to join our established Service Management Team. The selected candidate will be responsible for establishing and maintaining efficient IT Asset and Supplier Management functions.

Malta * Full-time

Duties and responsibilities

  • Supporting the Service Management Team in drafting and planning procedures that cover all the aspects of managing the full lifecycle of IT Assets
  • Ensuring that the organization’s suppliers and their performance are managed appropriately to support the provision of quality products and services
  • Managing internal contracts by reviewing and negotiating the following: Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs)
  • Creating and maintaining relationships with Suppliers and becoming their Single Point of Contact
  • Organising progress meetings with Suppliers and Internal Stakeholders to ensure contracts are running properly, change requests are managed and invoices are paid
  • Solving, with the support of our legal and procurement department, any related complications that may arise with suppliers and internally
  • Establishing good relationships and collaborating closely with our legal, procurement, and technology departments to ensure that contractual steps are performed efficiently and within a timely fashion
  • Ensuring that IT Assets and External Service Provider information is properly cataloged and recorded to the relevant repositories

Required knowledge, skills and experience

  • Familiarity with the concept of IT Service Management (ITSM) and ITIL framework
  • Experience in procurement of IT Services or similar role

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