Service Level & Availability Management Analyst
KPMG is currently seeking an Analyst to join our Service Level and Availability Management team as part of our KPMG Digital Nexus technology organization.
Key Responsibilities
- Support service level and operating level commitments as an integrated component of ITSM processes such as incident, request, and change within the ServiceNow platform.
- Ensure availability commitments are active for high priority applications and services.
- Monitor, negotiate, enable, and report on service levels, operating levels, and application availability commitments.
- Proactively identify service level and availability challenges and opportunities
- Prepare service level and availability reviews to drive benefits and improvements.
- Engage, inform, and empower support teams and management to ensure service levels are healthy, feasible and meet the needs of both our business and customers.
- Educate, communicate, and share knowledge on service level/availability topics to increase organizational awareness; drive sustainable adoption and behavior; and contribute to a high performing culture.
Qualifications
- Minimum 3 years of experience using / supporting core ITSM processes within ServiceNow including Incident, Request, Change, Service Level, and Availability Management.
- Minimum: ITIL Foundations Certified - Knowledge of Incident Management processes, Business Continuity, and Data Breach Management.
- Excellent communication, stakeholder management, data analysis, meeting facilitation, and presentation skills.
- Practical knowledge of tools such as Excel, Power BI and ServiceNow Reporting to support availability monitoring and service level review preparation.
- Bachelor's degree from an accredited college/university or equivalent work experience.
KPMG LLP (“KPMG”) seeks a contractor in the United States to provide service to KPMG through one of our contracted employer/agency service providers. All applicants for any KPMG role are expected to act with integrity, professionalism, and personal responsibility to uphold the firm’s respectful and courteous work environment. All applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa).
Nothing herein shall be deemed to create an employer-employee relationship between contractor and KPMG, nor shall contractor be considered a representative or agent of KPMG.
KPMG LLP and its subsidiaries comply with all local/state regulations in regard to displaying pay rate ranges. The pay rate range(s) displayed is/are specifically for those contracted who will perform work in or reside in the location(s) listed, if selected for the role. Pay is determined based on a variety of factors including market data, ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD, technology), and specific location, for example. Additionally, applicants may be required to apply and become employed by a service provider utilized by KPMG, and final pay rate(s) and/or eligibility for additional benefits may be determined by such provider.
KPMG LLP, its subsidiaries, and its agency service providers (including, but not limited to, MBO Partners Inc., Magnit LLC, and TalentBurst Inc.) are equal opportunity employers/contractors. All qualified applicants are considered without regard to race, color, creed, religion, age, sex/gender, national origin, ancestry, citizenship status, marital status, sexual orientation, gender identity or expression, disability, physical or mental handicap unrelated to ability, pregnancy, veteran status, unfavorable discharge from military service, genetic information, or other legally protected status.
Los Angeles County applicants: Material job duties for this position are listed above. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, and safeguard business operations and company reputation. Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pay Rate Range
40 - 54 USD hourly
