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Lead Service Management Analyst - 90200748 - Atlanta

Date: Feb 9, 2019

Location: Atlanta, GA, US, 30309

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Your success is a train ride away.

Amtrak connects businesses and communities across the country and we move America’s workforce toward the future. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority and the success of our railroad is the result of our employees.

Are you ready to join our team?

The Lead Service Management Analyst works with business partner (IT) to align technology solutions and/or processes with Information Technology and business strategies. Demonstrates an informed knowledge within the function to resolve problems and assist with improvement of processes, on an ongoing basis. Supports several moderately complex business processes. Serves as a project team member.

• Responsible for assisting in the governance of IT dicsiplines, ie. Project Management, Service Management (Incident/Change/Problem), IT Safety, IT Facilities Management, IT Resource Management, etc. Collect, analyze and document service management related activities. The responsibilities include, but are not limited to: (See Amendment)
• Participates in planning sessions related to projects or new technologies, to implement process improvement within the functional area. Documents discussions and agreements. Facilitate gate review, change advisor boards and IT operational meetings.
• Helps to establish liaison relationship with business partners and IT departments in order to provide process solutions to meet user needs.
• Assesses process improvement needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes) to assist in idetifying priorities and advises on options.
• Provides factual content, analysis and other information to guide development projects and enhancements activities.
• Develops user manuals and knowledge databases and assists in user training.
• Investigates, resolves and escalates problems. Monitors and analyzes metrics to ensure customer satisfaction and vendor performance.
• Promotes an understanding of IT Service Management roles, processes and activities to business units and IT departments. Supports and participates in  formal reporting related to IT Operations.
• Develop and Maintain Operational Metrics and KPI’s specific to the Incident Operations Center
• Participate in and Lead Efforts in Process Improvement related to Incident Operations Center Specific Processes
• Maintain Incident Operations Center Process Documentation, facilitate periodic reviews collaborating with Tier 2 and Tier 3 support teams


• Bachelor's degree in Information Technology, specialized training or equivalent work experience.
• 7 to 10 years' experience in the IT Service Management field.
• ITIL Certification within 6 months.
• Working knowledge within IT operations and/or Service Management functions. 
• Must possess excellent customer service, strong communication and interpersonal skills, work well with others in an integrated team environment, and must be self-motivated.
• Experience with development and reporting towards KPI's and knowledge of industry best practise/industry benchmarks.
• Strong analytical skills
• Ability to quickly learn new technologies and train others on existing technologies and processes.
• Must possess strong communication and interpersonal skills, work well with others in an integrated team environment, and must be self-motivated
• 5 years of NOC or Similar Operations Center Experience.
• Proven experience developing processes and metrics in a proactive alert driven support environment.
• Strong Analytical and problem solving skills.
The successful candidate will have proven experience with:
• AppDynamics or other similar monitoring platforms
• ServiceNow ITSM Platform

• Knowledge of Six Sigma/Lean
• Event Management ServiceNow module experience a plus

Must have excellent oral and written communication skills.



Requisition ID:39486
Posting Location(s):Georgia
Job Family/Function:Information Technology 
Relocation Offered:No 
Travel Requirements:None 

Amtrak employees power our progress through their performance.

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family, and a high performance culture that recognizes and values your contributions and helps you reach your career goals.

We proudly support and encourage U.S. Veterans to apply for Amtrak job opportunities.

All positions require pre-employment background verification, medical review and pre-employment drug screen. Amtrak is committed to a safe and drug-free workplace and performs pre-employment substance abuse testing. All new hires are required to undergo a hair drug test which detects the presence of illegal drugs for months prior to testing. We appreciate your cooperation in keeping Amtrak safe and drug-free.  

In accordance with DOT regulations (49 CFR section 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety- sensitive duties for covered Department of Transportation positions.   If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, he/she will not permitted to perform safety-sensitive functions.

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an Affirmative Action/Equal Opportunity Employer and we welcome all to apply. We consider candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability (including blindness), or veteran status.

POSTING NOTES: Information Technology || Information Technology

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