Service Management Analyst

• Collaborate with other teams on reporting, change, and satisfaction survey capabilities
     • Support continuous improvement and organization development activities
     • Coordinate changes with operations, including directing the change management process and executing Change Board meetings
     • Prepare data and coordinate Governance meetings
     • In charge of notification process for incidents
     • Assessment and selection of incidents that should be addressed in problem management process
     • Implement problem management process with contract teams, including preparing for and conducting post incident review meetings
     • Review and analyze satisfaction surveys; summarize findings; work with contract service delivery team leads to determine remedial actions
     • Drive first draft of client facing and internal reports to final approval
     • Amend metric gap and trending analysis based on client account knowledge