Hybrid IT Service Management Analyst

at Westinghouse Electric Company

• Job title: IT Service Management Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $76,400 - $95,500 per year
• Degree requirement: Associate's Degree
• Tech skills: ITSM, ServiceNow
• Location requirements: Hybrid, Rock Hill, United States

About the role

• IT Service Management Analyst overseeing IT processes including Incident and Change Management at Westinghouse. Collaborating with cross-functional teams to optimize and implement IT Service Management frameworks.

Responsibilities

• Lead Incident, Problem, Change, Request, and Knowledge Management-related meetings, daily tasks, and other related projects.
• Help mature IT Service Management processes by introducing new capabilities and implementing process improvements for both business and IT units.
• Help develop concepts for process optimization, with identification of process gaps and improvements to support IT Service Management processes.
• Support the IT Service Management Team Lead with the ownership for selected processes.
• Coordinate the implementation and governance of IT Service Management processes and ensure adherence (e.g., by performing internal process checks).
• Initiate and guide implementation of IT Service Management tools in collaboration with application and operation teams, including all IT resolver groups.
• Help create process documentation and training material, supported by appropriate deployment plans, training and support activities.
• Maintain relationships with internal customers to understand needs and ensure Information Technology Infrastructure Library (ITIL) processes meet the needs and expectations of the organization.
• Evaluate, baseline, document, and recommend improvements to IT Service Management processes.
• Facilitate the Incident Management processes, including Major Incidents and conducting Incident responses.
• Help guide process automation to reduce manual processes; implement and advocate for proactive and predictive techniques to prevent issues, reduce Incident recurrence, and reduce downtime from Incidents.
• Help with the development of processes, policies, procedures , work instructions, and templates to support IT Service Management process execution.
• Support the IT Service Management Team Lead with the configuration and implementation of solutions that support those processes.
• Ensure compliance with IT Service Management process-specific standards.
• Assist the IT Service Management Team Lead with the analysis, evaluation, and assessment of process performance measurements.
• Apply reengineering methodologies, industry-standard and best-practice principles to design and implement process modernization and improvements.
• Guide and facilitate the Knowledge Management process area with influence on documentation management for Knowledge Base articles, policies and procedure.

Requirements

• Associate degree and 4 years equivalent work experience
• Will accept 6 years' work experience in lieu of a degree
• Information Technology Infrastructure Library (ITIL) Foundation Certification is Required (v3 or v4)
• Ability to lift equipment up to 50 pounds
• Experience with Incident, Problem, Change, Request, and Knowledge Management processes
• Experience with the implementation of IT Service Management frameworks
• Experience working directly with IT and end-users
• Experience working with IT Service Management processes in a regulated environment (Sarbanes-Oxley)
• Customer and end-user experience and focus
• Knowledge of ServiceNow
• Experience working with the Service Desk, infrastructure, and application support teams for IT Service Management-related tasks, and to identify opportunities to improve L1/L2 experience
• Experience working with the optimization and improvement of Service level agreements and other qualitative metrics
• Desire to improve in all areas and facets; metrics mindset; ability to help identify crucial goals for us and service-based measurements
• Experience setting priorities for a small team with a common goal and concurrently working on multiple tasks with deadlines

Benefits

• Comprehensive Medical benefits which could include medical, dental, vision, prescription coverage and Health Savings Account (HSA) with employer contributions options
• Wellness Programs designed to support employees in maintaining their health and well-being including Employee Assistance Program providing support for our employees and their household members
• 401(k) with Company Match Contributions to support employees' retirement
• Paid Vacations and Company Holidays
• Opportunities for Flexible Work Arrangements to promote work-life balance
• Educational Reimbursement and Comprehensive Career Programs to help employees grow in their careers
• Global Recognition and Service Programs to celebrate employee accomplishments and service
• Employee Referral Program