Innovate to solve the world's most important challengesSr IT Analyst: IT Service Management (ITSM) As an ITSM Sr IT Analyst, you will play a crucial role in supporting the operations of IT. You will be responsible for analyzing and resolving complex IT issues, and designing solutions for the different process practitioners.
In this role, you will have hands-on experience on end-to-end operational management of ITIL processes, including Change, Incident, and Problem management.
This role will work in collaboration with peers to manage enterprise change tickets, minimize IT risk, drive technical bridges for fast recovery of critical incidents, and actively participate in analyzing and leading the permanent solution of technical, functional, and process issues, conducting root cause analysis calls, and providing incident prevention solutions.
The role requires analytical, communication, and problem-solving skills, knowledge of ITIL processes, ServiceNow reports, and dashboards. Working under pressure, handling multiple tasks in a fast-paced environment, and prioritizing customer requirements are key skills to succeed.
This position will contribute to IT Operations KPI outcomes, ITSM process improvements, automations, and partner with Service Owners for Continuous Service Improvement.
Key Responsibilities Contributing to continuous service improvement: Use data analytical skills, ITSM process knowledge, and partnership with service owners to identify and implement service improvement opportunities.Analyze and solve IT problems: Conduct root cause analysis calls, identify corrective and preventive actions, and provide incident prevention solutions.Design and maintain IT systems and reports: Use ServiceNow and other tools to create and manage efficient IT systems and reports, and to monitor and evaluate system performance and quality of service.Communicate and collaborate with stakeholders: Work closely with Service Owners and other stakeholders to understand their requirements and expectations, and to provide advice and technical training.Change Management: Enable DevOps by collaborating with various IT teams and improve the agility and efficiency of IT service delivery by designing standard models and communicating changes effectively.Reporting and alignment: Create and present reports, KPIs, and metrics to IT leadership and service owners, align actions to IT priorities and ensure process compliance.Act as a subject matter expert (SME) and a single point of contact (SPOC) for customer escalations, onboarding and training of new teams, and documentation of new and existing processes.YOU MUST HAVE Bachelor's degree in IT or Business Management.3+ Years of working experience in IT.Understanding in IT Service Management (Change, Configuration, Problem, Incident, Service Request, Release).Excellent communication skills; oral and written.Ability to identify, recommend, and implement process improvements.ITSM Operations hands-on experience.Any relevant experience in ServiceNow developer, implementer, admin, or business process analysis is essential.WE VALUE Good understanding of Honeywell organization.Demonstrated experience of IT troubleshooting approaches for timely IT service restoration.ITILv4 certified.Time management skills.Project Management skills.Programming or automation experience.Demonstrated ability to work under pressure.Strong knowledge of IT business processes and practices.Skilled in partnering with IT stakeholder service owners to define issues, identify solutions, and facilitate timely change for service restoration.Strong interpersonal skills - effective listening and teaming.Self-motivated, and self-learner.
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