Southern Company IT Service Management Analyst in Birmingham, Alabama

IT Service Management Analyst



The IT Service Management Analyst is responsible for advancing and sustaining the company’s enterprise-wide service management functions (includes incident, change, problem, service request, knowledge, and configuration management processes and operational analytics/BI/reporting functions) and tools with a focus on improving customer satisfaction, maximizing productivity, reducing cost, risk and touch points across the technology organization. This position monitors process/tool adoption and maturity levels, leads projects to identify and execute improvements in processes and tools, and works with service owners and leaders across the technology organization to identify and publish actionable service metrics that drive continuous service improvement. Improvement activities utilize ITIL and IT Service Management frameworks. Organizational activities are focused on increasing technology value, efficiency, effectiveness, and alignment with the business. Responsible for staying abreast of IT Service Management industry trends. Must be able to work with teams across the technology organization and balance between tactical/day-to-day management of the process/tool and strategic medium- and long-term planning for the organization.


  • BS/BA in Computer Science, Business Management, or related field is preferred

  • Minimum of 3 years of Information Technology experience

  • Understanding of ITIL, IT Service Management frameworks, and process improvement

  • ITIL Foundation certification is preferred

  • Demonstrated ability to critically evaluate existing processes

  • Demonstrated experience in handling metrics, KPIs, SLA reporting

  • Understanding of BMC Remedy incident and change data. Asset data a plus

  • Ability to quickly comprehend complex spreadsheets/data

  • Desired analytic and reporting skills include advanced SQL skills including writing views and stored procedures, tabular data models, Data Analysis Expressions (DAX), PowerBI and Excel data analysis, pivot tables, slicers, & charting

  • Experience with CMS or similar call management data a plus


  • Solid organizational skills with excellent attention to detail

  • Analytical and process oriented

  • Good communication and presentation skills to all audiences including senior management

  • Knowledge of company technology organization, business, and technical environments

  • Ability to influence without direct authority or control

  • Understanding of company technology infrastructure domains including data centers, network / communications, server utilization, virtual environments, storage, and application development & maintenance

  • Ability to build relationships and work comfortably with all levels of management

  • Effectively organizes tasks, manages multiple priorities, and able to meet tight deadlines

  • Demonstrate our values of safety first, unquestionable trust, superior performance, and total commitment and the ability to provide and accept feedback.


  • Support of ITSM process owners responsible for request, incident, change, problem, knowledge management and continual service improvement activities

  • Assist in the development and delivery of process training courses, sessions, or materials that provide overview, initial introduction, updates, and refresher operations of the processes for all appropriate stakeholders

  • Design and develop metrics and reports using data from Remedy and other data sources

  • Analyze data for trends, root cause, and performance issues

  • Support and enhance existing metrics and reports

  • Identify metrics and reports that will help improve technology processes


Job Field: Information Technology

Job Type: Standard

Primary Location: Georgia-Metro Atlanta-Atlanta

Operating Company: Southern Company Services

Other Locations: Alabama-Metro Birmingham/Eastern AL-Birmingham

Job Type: Standard

Travel (Up to...): Yes, 25 % of the Time

Work Location(s):

Georgia Power Headquarters - 241 Ralph McGill Blvd. NE (241ATLANTA)

241 Ralph McGill Blvd. NE

Atlanta, 30308

APC Corporate Headquarters - 600 North 18th Street (600BIRMINGHAM)

600 North 18th Street

Birmingham, 35203

Req ID: SCS2007523