Global ITSM Process Analyst

PPG Industries, Inc
United States, Pennsylvania, Pittsburgh
One PPG Place (Show on map)
Sep 22, 2024
As a Global ITSM Process Lead Analyst I, you will be part of a team that is responsible for managing our Global IT Service Management (ITSM) service delivery processes and toolsets, utilizing ITIL methodology best practices. Key Responsibilities * Provide training and support to those using the ITSM software * Analyze requirements and design solutions that meet our needs while being technically sensible and keeping in mind the impact on individual functions/businesses * Write technical documentation including documenting API specifications and integration processes * Troubleshoot and resolve complex technical issues * Communicate and create strong working relationships with all other departments and levels within the Global IT and third-part suppliers * Provide on-call support * Provide training and support to those using the ITSM software * Support the ITSM team as a contributor by developing and maintain processes and integrations * Perform maintenance and administration activities within the toolset * Contribute to the education and preservation of ITIL principles * Establish yourself as the go-to expert for the ITSM toolset Qualifications * A four-year degree in Information Technology or related discipline * 1 or more years of experience * Analytical and conceptual skills * Technical writing skills. Global interactions (Mexico, US, Europe, Asia) * Work with third-party vendors to define system requirements and troubleshoot issues with existing software * Can maintain good relationships with customers and colleagues to meet expected customer service levels * Understanding of RESTful Principles: Knowledge of REST principles, including stateless operations, resource-based architecture, and standard HTTP methods (GET, POST, PUT, DELETE) * Proficiency in at least one programming language commonly used for backend development, such as Python, Java, JavaScript (Node.js), Ruby, or Go * Experience with API integration projects, demonstrating the ability to integrate disparate systems or services Preferred Skills * Knowledge of ITIL standards or best practices * Knowledge of IT system architectures on-premises and cloud-based solutions "#LI-Hybrid" PPG:n palkkaluokat ja edut voivat vaihdella paikallisesti, minka johdosta voimme palkita tyontekijoita kilpailukykyisesti eri markkinoilla. PPG huomioi useita tekijoita tehdessan palkkaus- ja palkitsemispatoksia, mukaan lukien osaaminen, kokemus ja koulutus, patevyys ja koulutus, lisenssit ja sertifioinnit seka muut organisaation tarpeet. Muitakin kannustimia voidaan soveltaa. Tyosuhde-etuohjelmamme on suunniteltu tukemaan tyontekijoidemme terveytta ja hyvinvointia. Vakuutuksiin ja muihin etuihin sovelletaan niita koskevien asiakirjojen mukaisia ehtoja About us: Here at PPG we make it happen, and we seek candidates of the highest integrity and professionalism who share our values, with the commitment and drive to strive today to do better than yesterday - everyday. PPG: WE PROTECT AND BEAUTIFY THE WORLD Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company.. To learn more, visit www.ppg.com and follow @ PPG on Twitter. The PPG Way Every single day at PPG: We partner with customers to create mutual value. We are "One PPG" to the world. We trust our people every day, in every way. We make it happen. We run it like we own it. We do better today than yesterday - everyday. PPG provides equal opportunity to all candidates and employees. We offer an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, sexual orientation, gender identity or expression. If you need assistance to complete your application due to a disability, please email recruiting@ppg.com. PPG values your feedback on our recruiting process. We encourage you to visit Glassdoor.com and provide feedback on the process, so that we can do better today than yesterday. Benefits will be discussed with you by your recruiter during the hiring process.