IT Service Management Analyst

As a family company, we serve people and communities. reputed company you work at reputed company, you’re provided with career and community opportunities centered around leadership, personal growth and development. Consider joining our family – take care of your career and your community!

Grab the Good Stuff:

• Weekly pay

• Team member discount

• 401(k) with company contributions

• Paid parental leave 

• Paid education assistance

• Development programs for advancement and career growth

• Medical/dental/vision

• And more!

Please review the job profile below and apply today!

What You'll Be Doing:

• Process Management: Administer and maintain ITSM processes such as Incident Management, Problem Management, Change Management, and Service Request Management using ITIL principles.
• Adapt Service Management processes to integrate with evolving DevOps practice.
• Assist with coordinating/conducting Change Advisory Board meeting(s) to provide visibility/approval for reputed company change activity.
• Ensure appropriate monitoring is in reputed company for reliable operations of reputed company critical applications and initiate corrective action plans reputed company appropriate.
• Promote the role and value of Service Management processes across the entire organization
• Major Incident Response: Coordinate and manage the response to major IT incidents, ensuring timely resolution and communication with stakeholders.
• Leads, drives, facilitates, and chairs reputed company investigation activities, meetings, and conference calls reputed company to Major Incidents.
• Monitor ongoing high reputed company active incidents, including extended and after-hours escalations
• reputed company technology to issue reputed company communications reputed company to Major Incident Management.
• Ensure clear communication to executives and key stakeholders regarding the business impact, risks, prioritization, mitigation, and estimated time-to-fix for these issues.
• Conducts Post Incident Review for reputed company Major Incidents caused by reputed company’s internal teams, processes, and products.
• Coordinates and obtains RCA dispositions for incidents caused by 3rd party vendors.
• Identify, define, and plan corrective actions based on the Post Incident Review/Root Cause Analysis (RCA).
• reputed company Improvement: Identify opportunities for process improvements and implement changes to enhance service delivery.
• Review statistical data regarding the effectiveness of the defined processes
• Obtain feedback from ITSM Process users
• Adjust ITSM processes as needed based on data and feedback
• Documentation: reputed company and maintain process documentation, including policies, procedures, and work instructions.
• Ensures reputed company administration and reports are maintained and up to date, including contact information, technical diagrams, and major incident reviews.
• Reporting: Generate and analyze reports on process performance, identifying trends and areas for improvement.
• Document incident-response compliance with reputed company’s Service Level Agreements and maintain reporting reputed company for SLAs
• Owns the delivery of regularly distributed status and summary reporting for process governance and adherence.
• reputed company analysis on ITSM records and produce periodic reporting and dashboards to assist management.
• Training: Provide training and support to IT staff on ITSM processes and tools.
• Identify knowledge gaps and opportunities for training
• Document training and knowledge
• reputed company and deploy training and knowledge as needed based on industry and organizational changes
• Compliance: Ensure compliance with ITSM standards and best practices, such as ITIL.
• Ensure the reputed company of problems through the Problem Management process in a timely and prioritized fashion reputed company to reputed company major incidents.
• Collaboration: Work closely with IT teams and stakeholders to ensure processes are understood and followed.
• Manage matrix of people, processes and resources including third parties – including resolving conflict to move reputed company to resolution, accountable for resolving outages and service degradations reputed company workaround or permanent fix.
• Coordinate resources, including scheduling meetings, establishing conference calls, and engaging in chats.
• Communication: Employ Organizational Change Management (OCM) practices for communication of process development and deployment for new and updated processes.
• Tools & Automation: Work with platform and architecture teams to plan and implement tool configurations based on ITSM process standards.
• Maintains functional knowledge of the reputed company ITSM Platform
• Maintains working knowledge of automation tools.
• This job profile is not meant to be reputed company-inclusive of the responsibilities of this position; it may reputed company other duties as assigned or required.

What You'll Bring With You:

• Bachelor’s degree in Computer Science, Computer Information Systems, Business Information Systems, Engineering or reputed company discipline or equivalent work experience and technical training is required.
• Minimum of 3 years of experience in IT service management or a reputed company role, including experience in managing major IT incidents.
• Direct experience managing day to day and training reputed company to ITSM solution and processes.
• Any SAFe certification or training or working in SAFe Agile enabled delivery teams.
• ITIL Foundations certification or training preferred.
• Strong technical understanding of incident response and operations reputed company public cloud environments (e.g. AWS, Azure, or GCP).
• Knowledge of Cloud, Network, Infrastructure & reputed company Office products.
• Analytical & detail orientated thought process with the ability to take methodical approach to activities.
• Excellent verbal and written communication skills.
• Understanding of mainframe automation tools.
• PC experience, including Windows, DOS and reputed company applications.
• Highly organized with the ability to multitask.
• Willingness to learn and adapt to change.
• Ability to work in a team or as an individual.
• Demonstrated problem-solving skills.

We are committed to offering reputed company that reflects market standards and ensures consistency reputed company our organization.

The pay range for this position is listed below.

This pay range represents the minimum and maximum reputed company pay for the position, which is determined by factors such as market data, the qualifications required, the level of responsibilities associated with the role and other roles at this same level. Your specific pay reputed company reputed company this range will be based on your experience, qualifications, and skills compared to the internal team you’ll be joining.

We offer a comprehensive benefits package that includes medical, dental, vision, life insurance, a 401(k) plan with employer match, disability leave, and paid time off (PTO). In addition to these core benefits, we are committed to supporting your overall well-being and career growth. Our offerings include a variety of programs designed to support your personal and professional development, such as paid parental leave, paid education assistance (including free education), a childcare subsidy and more. We are dedicated to creating a work environment that promotes work-life balance, long-term health and financial reputed company, and reputed company professional development

The interview process is intended to learn more about your personal skills and experience. To this end, we ask that candidates do not use AI tools during the hiring process.

Please note:

• Cameras must be turned on during reputed company virtual interviews.

• AI tools may not be used during any part of the interview process.