IT Service Management Analyst

IT Service Management Analyst (20055653) – Hybrid | Cary, North Carolina

• Participates in the development, implementation and communication related to several Service Management processes including Incident, Problem, Change, Configuration, Event, Knowledge, Request and Service Portfolio Management
• Facilitate and gain agreement on Incident Management, Problem and CMDB best practices and participate and drive our community of practice(s) within CIS.
• Act as advisor in recommending continual service improvements to operational activities that will enhance service robustness and reliability in our Incident Management Process and other processes as assigned
• Participate in efforts to implement ITSM technical solutions necessary to automate processes and support the operation of end-to-end IT services delivery and support processes.
• Provide business analysis support by identifying requirements for ITIL based tools and applications, specifically ServiceNow and executes IT user acceptance testing.
• Work with IT leadership to ensure alignment and adoption of processes and tools within the overall service management strategy
• Other items as assigned by your manager

• Requires a minimum of 5+ years of technical experience in an industry, market, technology, or business initiative, which is related to the specific area of assignment.Two years of business systems analysis experience required. ITIL Foundation Certification
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.
• Strong organization and planning skills
• Excellent written and verbal skills
• Demonstrated ability to plan, organize and deliver deliverables
• Ability to lead a process
• Working knowledge of the working environment with applies to the scope of projects to be managed (may include software development, information technology, or business process
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

• ISO, SOC 2, FedRAMP, Schrems II, NIST and IRAP Compliance hands on knowledge for audit assistance
• ServiceNow - IT Operations Management, SecOps and IT Service Management
• CSDM V4

• Comprehensive medical, prescription, dental and vision plans with a low annual deductible and copays.
• Onsite Health Care Center (HQ) that’s free to employees and covered family members.
• Onsite pharmacy (HQ) where a 30-day supply of any generic drug costs $5 or less. Not local? They ship for free.
• An industry-leading 401k plan.
• Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
• Volunteer Time Off, parental leave and unlimited paid sick days.
• Generous childcare benefits for all full-time employees