IT Service Management Analyst

Westinghouse Electric Company, LLC • Rock Hill, SC

1d • Hybrid

About The Position

As an IT Service Management Analyst, you will oversee the execution and analysis of the IT Service Management processes. These processes include Incident, Problem, Change, Request, and Knowledge Management. An IT reporting framework and controls will support the process. The IT Service Management Analyst will lead Incident, Problem, Change, Request, and Knowledge Management-related meetings, daily tasks, and other related projects.

Reporting to the IT Service Management Team Lead, the IT Service Management Analyst will help manage organizational changes, driving process improvements, and policy adaptation within the team and across both business and IT units. You will be located at Rock Hill location in a hybrid work capacity.

Requirements

• Associate degree and 4 years equivalent work experience. Will accept 6 years' work experience in lieu of a degree.
• Information Technology Infrastructure Library (ITIL) Foundation Certification is Required (v3 or v4)
• Ability to lift equipment up to 50 pounds. (ie..monitors, desktops and other IT equipment))
• Experience with Incident, Problem, Change, Request, and Knowledge Management processes.
• Experience with the implementation of IT Service Management frameworks.
• Experience working directly with IT and end-users.
• Experience working with IT Service Management processes in a regulated environment (Sarbanes-Oxley).
• Customer and end-user experience and focus.
• Knowledge of ServiceNow.
• Experience working with the Service Desk, infrastructure, and application support teams for IT Service Management-related tasks, and to identify opportunities to improve L1/L2 experience.
• Experience working with the optimization and improvement of Service level agreements and other qualitative metrics.
• Desire to improve in all areas and facets; metrics mindset; ability to help identify crucial goals for us and service-based measurements.
• Experience setting priorities for a small team with a common goal and concurrently working on multiple tasks with deadlines.

Responsibilities

• Lead Incident, Problem, Change, Request, and Knowledge Management-related meetings, daily tasks, and other related projects.
• Help mature IT Service Management processes by introducing new capabilities and implementing process improvements for both business and IT units.
• Help develop concepts for process optimization, with identification of process gaps and improvements to support IT Service Management processes.
• Support the IT Service Management Team Lead with the ownership for selected processes.
• Coordinate the implementation and governance of IT Service Management processes and ensure adherence (e.g., by performing internal process checks).
• Initiate and guide implementation of IT Service Management tools in collaboration with application and operation teams, including all IT resolver groups.
• Help create process documentation and training material, supported by appropriate deployment plans, training and support activities.
• Maintain relationships with internal customers to understand needs and ensure Information Technology Infrastructure Library (ITIL) processes meet the needs and expectations of the organization.
• Evaluate, baseline, document, and recommend improvements to IT Service Management processes.
• Facilitate the Incident Management processes, including Major Incidents and conducting Incident responses.
• Help guide process automation to reduce manual processes; implement and advocate for proactive and predictive techniques to prevent issues, reduce Incident recurrence, and reduce downtime from Incidents.
• Help with the development of processes, policies, procedures, work instructions, and templates to support IT Service Management process execution.
• Support the IT Service Management Team Lead with the configuration and implementation of solutions that support those processes.
• Ensure compliance with IT Service Management process-specific standards.
• Assist the IT Service Management Team Lead with the analysis, evaluation, and assessment of process performance measurements.
• Apply reengineering methodologies, industry-standard and best-practice principles to design and implement process modernization and improvements.
• Guide and facilitate the Knowledge Management process area with influence on documentation management for Knowledge Base articles, policies and procedure.

Benefits

• Comprehensive Medical benefits which could include medical, dental, vision, prescription coverage and Health Savings Account (HSA) with employer contributions options
• Wellness Programs designed to support employees in maintaining their health and well-being including Employee Assistance Program providing support for our employees and their household members
• 401(k) with Company Match Contributions to support employees' retirement
• Paid Vacations and Company Holidays
• Opportunities for Flexible Work Arrangements to promote work-life balance
• Educational Reimbursement and Comprehensive Career Programs to help employees grow in their careers
• Global Recognition and Service Programs to celebrate employee accomplishments and service
• Employee Referral Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree