Company Description

Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo's communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

As an ITSM (Information Technology Service Management) Control Center Analyst at Zayo, you will play a crucial role in maintaining and enhancing the efficiency and effectiveness of IT service delivery within the Service Management team. The ITSM Control Center Analyst role revolves around monitoring, analyzing, and managing the IT service management processes to ensure adherence to established policies, procedures, and service level agreements (SLAs). You will work closely with various IT teams to identify areas for improvement and implement solutions to optimize service delivery and customer satisfaction.

The role of an ITSM Control Center Analyst is pivotal in ensuring the smooth functioning of IT service delivery and maintaining high levels of customer satisfaction. By effectively monitoring, analyzing, and managing ITSM processes, you will contribute to the overall efficiency, reliability, and agility of IT operations at Zayo.

Responsibilities

Salesforce.com Admin Support:

• Act as a SME ("Subject Matter Expert") escalation point in support of Salesforce.com Tier 1 Admin team that provides day to day technical support.

• Consult with cross functional development and configuration teams on current operating standards.

• Maintain a technical working knowledge of Salesforce.com admin functions and support span of control. Complete periodical user access reviews at defined intervals determined by audit team or as deemed necessary.

Monitoring and Analysis:

• Monitor IT service management tools, systems, and processes to ensure smooth operations.

• Analyze service metrics, incident data, and performance trends to identify areas for improvement.

• Generate reports and dashboards to provide insights into service performance and compliance.

Incident Management:

• Act as a central point of contact for IT incidents and service requests, ensuring timely resolution and escalation as necessary.

• Coordinate with technical teams to prioritize and resolve incidents based on impact and urgency.

• Document incident details, resolutions, and root cause analysis for future reference and improvement.

Change Management:

• Assist in the administration of change management processes, including reviewing, scheduling, and coordinating change requests.

• Ensure changes are implemented smoothly with minimal disruption to services.

• Evaluate change implementation outcomes and recommend adjustments as needed.

Problem Management:

• Participate in problem management activities to identify recurring issues and underlying causes.

• Collaborate with technical teams to implement permanent fixes and preventive measures.

• Document known errors and workarounds to expedite incident resolution.

Service Level Management:

• Monitor SLAs and performance targets, proactively identifying deviations and taking corrective actions.

• Collaborate with stakeholders to review SLAs, negotiate agreements, and establish realistic service expectations.

• Provide regular updates on service performance and compliance to management and stakeholders.

Continuous Improvement:

• Identify opportunities for process automation, optimization, and efficiency gains.

• Propose and implement enhancements to ITSM tools, workflows, and procedures.

• Actively participate in IT service improvement initiatives and projects.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.

• Minimum of 5 (five) years of experience in IT service management, preferably in a control center or operations role.

• Proficiency in ITSM frameworks such as ITIL (Information Technology Infrastructure Library).

• Strong analytical skills with the ability to interpret data and trends to drive decision-making.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.

• Detail-oriented with a focus on quality and continuous improvement.

• Certifications such as ITIL Foundation, Certified Service Desk Analyst (CSDA), or Certified Associate in Project Management (CAPM) are desirable.

• Familiarity with ITSM tools such as ServiceNow, or Jira Service Management is a plus.

• Ability to work in a fast-paced environment with multiple projects under tight deadlines with a can-do attitude.

Base Pay Range: $78,500 - $90,000, commensurate with experience

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Fitness membership discounts

• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.