Service Management Analyst (Hybrid) (Position located in Sheffield, United Kingdom)

About KnowBe4

KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day. Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work. Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4.

The Service Management Analyst role will form part of the Service Management function within Egress/KnowBe4. This team consists of the Service Management Manager, and two Service Management Analyst roles who will manage and maintain working practices, influence adoption and provide governance for all Service Management principles.

The role holder will be expected to carry out a range of activities across several Service Management principles. The below outlines the basic requirements of the role, this list is not exhaustive.

Responsibilities:

• Major Incident Management: Chair and co-ordinate Service Bridge meetings. Maintain a clear timeline of activities. Document and share internal updates. Provide customer updates via the Service Status page. Create Major Incident Reports for aligned customers.
• Incident Management: Trending of Incident records to identify potential Problem records. Track SLA achievement and chase for resolution or escalate where required. Track quality of tickets logged and provide feedback to teams based on categorisation, priority and level of detail.
• Problem Management: Identify and create or triage incoming Problem records. Manage Problem records for internal and customer issues. Co-ordinate investigations with resolver groups to identify Root cause(s), Workarounds, and resolution. Communicate when workarounds have been identified with internal resolver teams. Communicate with Customers when Problem tickets have a resolution date set.
• Change Enablement: Review any incoming changes for quality and adherence to minimum data requirements. Gather technical and customer approvals as required. Track Change progression and completion, follow process based on success or failure. Maintain the Forward Schedule of Change (FSoC). Provide daily/weekly communications on change activity to stakeholder groups. Manage CAB meetings accordingly.
• Other responsibilities: Produce and share customer Monthly/Quarterly Service Reporting. Produce and track daily metrics aligning to data quality, process alignment and success rates. Produce the weekly report documenting the highlights and gaps for Service Management within that timeframe. Attend any meetings as required.

Required qualifications/experience:

• ITIL V3/4
• Proven experience in Service Management
• Strong knowledge of Service Management frameworks and governance best practices

Our Fantastic Benefits

We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, and a relaxed dress code - all in a modern, high-tech, and fun work environment.

Note: An applicant assessment and background check may be part of your hiring procedure. Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation. No recruitment agencies, please.