Senior Analyst

2 weeks ago

Bengaluru, Karnataka, India 3M Technology Center of Excellence Full time

Senior Analyst - IT Service Delivery

Experience: 5 to 8 years.

EMEA / APAC rotational (with possibility of weekend working or late hours, only on call support)

Job Description:

  • Analyze Data and create Reports for Service Management KPIs and performance, e.g. Incident Management, Problem Management and Change Management.
  • Identify process gaps and follow up on mitigation.
  • Support IT Service Reviews and Continuous improvement activities.
  • Escalation Management of Major Incidents as part of a weekly on-call rotation.
  • Coordinate Problem Management activities for Major Incidents (Post Event Activities)
  • Provide training and support on the ITIL v4 Service Management Framework, 3M service management processes and service metrics.

Basic qualifications:

  • ITIL V4 Foundations certified.
  • ITSM, Service Management.
  • Possess an associate degree or higher from an accredited institution (completed and verified prior to start).
  • 5 + years of experience leading/managing ITIL Incident management, change management, problem management for application and/or infrastructure services.
  • Excellent written and verbal communication skills in English with the ability to effectively tailor communication of technical issues to various audiences.
  • Excellent Knowledge on common IT Tools like MS Office, Excel, OneNote, Teams, etc.
  • Self-starter with flexibility and high energy to meet the needs of a demanding business and IT environment.
  • Data Analysis skills including interpretation and visualization of IT Service data.
  • Knowledge of a Service Management Tool Suite, preferred ServiceNow.
  • Incident management bridge
  • Escalation Management of Major Incidents as part of a weekly on-call rotation.
  • Coordinate Problem Management activities for Major Incidents (Post Event Activities)

Preferred qualifications:

  • Bachelor's degree or higher from an accredited university in Computer Science or MIS. (Bachelors of Engineering or Master in Computers or IT).
  • Knowledge of Project Management, Lean/Agile, Six Sigma
  • Demonstrated ability to drive change through influence.
  • Ability to multi-task with outstanding organizational skills.

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