IT Service Management Analyst
 Meijer | |
parental leave
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 United States, Michigan, Grand Rapids | |
 Nov 14, 2024 | |
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Please review the job profile below and apply today! This technical and tactical response position within the Meijer IT department focuses on the best practices of Major Incident Response and IT Service Management (ITSM) process administration. The IT Service Management Analyst is responsible for major incident response coordination with subject matter experts and business operation stakeholders to assess incident impact, mitigate ongoing risk to the business, and restore services as soon as possible when degradations, interruptions, and outages occur. Additionally, this position is responsible for administering and continuously improving IT service management processes. This role ensures that IT services are delivered effectively and efficiently, aligning with the organization's goals and objectives. This includes collecting, documenting, and maintaining event details and generating reports for data/trend analytics.. 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 notable change activity. Ensure appropriate monitoring is in place for reliable operations of all critical applications and initiate corrective action plans when 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 all investigation activities, meetings, and conference calls related to Major Incidents. Monitor ongoing high priority active incidents, including extended and after-hours escalations Leverage technology to issue all communications related 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 all Major Incidents caused by Meijer'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). Continuous 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: Develop and maintain process documentation, including policies, procedures, and work instructions. Ensures all 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 Meijer's Service Level Agreements and maintain reporting framework for SLAs Owns the delivery of regularly distributed status and summary reporting for process governance and adherence. Perform 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 Develop 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 progress of problems through the Problem Management process in a timely and prioritized fashion related to all 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 forward to resolution, accountable for resolving outages and service degradations via 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 current ITSM Platform Maintains working knowledge of automation tools. This job profile is not meant to be all-inclusive of the responsibilities of this position; it may perform 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 related discipline or equivalent work experience and technical training is required. Minimum of 3 years of experience in IT service management or a related role, including experience in managing major IT incidents. Direct experience managing day-to-day and training related to ITSM solutions and processes. Any SAFe certification, training, or working in SAFe Agile-enabled delivery teams. ITIL Foundations certification or training preferred. Strong technical understanding of incident response and operations within public cloud environments (e.g. AWS, Azure, or GCP). Knowledge of Cloud, Network, Infrastructure & Microsoft Office products. Analytical & detail-orientated thought process with the ability to take a methodical approach to activities. Excellent verbal and written communication skills. Understanding of mainframe automation tools. PC experience, including Windows, DOS and Microsoft 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. | |