IT Service Management Analyst, Specialist

Overview The IT Service Management Analyst, Specialist, Global Enablement Operations facilitates the introduction of beneficial changes into live environments while maintaining the integrity and functionality of existing systems. This role delivers Major Incident Management services and supports the development of enterprise best practices to limit the recurrence of critical IT issues by driving root cause detection and remediation through effective Problem Management. In addition, this role drives continuous improvement and data integrity of the Change, Incident and Problem Management processes through collaborative partnerships to ensure compliance with best practices across the enterprise. Core Responsibilities Execute operational excellence across Change Enablement, Incident/Major Incident and Problem Management, including facilitating the introduction of beneficial changes into the live production environment. Collaborate with Release and IT Project Managers on tollgates and activities including readiness reviews and Business Go/No-Go reviews across development teams, assurance testing, SMEs, Security, analysts, and leadership. Chair divisional Change Advisory Boards as needed. Coordinate appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements. Communicate with key stakeholders during a major system outage, ensuring the business is kept updated until the incident is resolved. Identify trends through review of historical incidents and root cause analysis to drive down repeat, service impacting failures. Operate within policy and controls and model best practices for peers and partners. Coordinate, monitor, report on and contribute to improving the operational processes for Change Enablement, Incident/Major Incident Management and Problem Management, overseeing legacy and cloud-native systems. Promote awareness of and adherence to policy and control requirements in-scope. Act as a focal point for escalation and communication activities related to users and IT teams to ensure effective and efficient execution of change activities; highlight and escalate risk & issues to management. Maintain expertise and awareness of industry trends and technologies, recommending timely adjustments to strategy as appropriate. Participate in special projects and perform other duties as assigned. Qualifications Minimum of five years related work experience. Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred. One year of IT service management experience. Hands-on experience with project and task management tools such as Jira and ServiceNow. ITILv4 Foundations Certification preferred. High-Velocity IT Environment experience a plus. Working knowledge of ITSM Practices: Change Enablement, Incident/Major Incident Management, Problem Management, Configuration Management, Release Management, and Service Validation and Testing. Experience with Agile, Scrum, and DevOps practices. Exceptional communication skills – both written and verbal. Excellent active listening skills. Ability to clearly articulate messages to a variety of audiences. Ability to establish and maintain strong relationships within a matrix organization; ability to work with offshore teams. Ability to influence others and move toward a common vision or goal. Problem solving and root cause identification skills. #J-18808-Ljbffr Vanguard