It Service Management (Itsm) Analyst

As an IT Service Management Analyst, you collaborate and work closely with our Enterprise Application teams to further enhance our ITSM landscape and act as an ITSM consultant for our Digital teams. Your role involves proactively identifying new opportunities for service improvements related to SNOW and Compass by challenging the status quo. You will help to uncover opportunities for workflow optimization and automation in SNOW and Compass and drive them forward in partnership with the respective teams and SMEs.

Our Team We are a team of two supporting primarily our Molex enterprise application support teams for anything related to IT Service Management and Customer Experience including ITIL and best practices, data analytics, monitoring and visualization.

What You Will Do Support our Digital Product Teams in the various ITSM disciplines like Incident and Problem Management.Pro-actively communicate, collaborate and support our product teams during outages (Incident Commander).Act as a Compass and SNOW consultant for our product teams in collaboration with our KGS SNOW and Compass partner.Pro-actively identify and drive SNOW and Compass improvements and new features.Provide proactive training and communication with our Molex product team to further enhance our service landscape following ITIL best practices.Enhance Compass customer experience in collaboration with our SNOW Engineers.Provide support advice on how to apply service management techniques (e.g. root cause analysis).Monitor KPIs and evaluate the resulting data with the IT Service teams.Analyze and define service improvement opportunities in partnership with our Product Team leaders.Who You Are (Basic Qualifications) Good experience using ITSM Tools like ServiceNow.Good knowledge of ITSM best practices.Experience managing processes related to service management (e.g. incident or problem management).Experience dealing with business and IT stakeholders.
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