TSM Performance Analyst
General Summary & Scope
• Address ITSM support issues to optimize performance.
• Offer recommendations for improving system usability.
• Oversee process enhancements across all ITSM functions.
• Maintain comprehensive system documentation and logs.
• Design dashboards and analyze data regarding service levels.
• Collaborate with stakeholders to explore automation and business value opportunities.
• Manage SLAs, OLAs, KPIs, and performance metrics.
• Promote effective service management processes following ITIL best practices.
• Write and update training materials and documentation.
• Develop reports and collaborate with cross-functional teams
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