Incident and Request Analyst

Job Description

Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility -our people are energized problem solvers that take pride in how thework we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that's you we would love to have you join us

Job Description

The IT Analyst will be responsible for taking Rockwell's existing IT incident and request processes to the next level to promote a delightful customer experience while maintaining a focus on optimizing performance and minimizing cost. The IT Analyst will work with key stakeholders from the Service Desk, IT Service Management (ITSM) process owners, and IT support teams to strategically grow the of ITSM at Rockwell. The IT Analyst will execute on a multi-year, continual service improvement (CSI) approach to improve the service management experience at Rockwell among business users and IT.

Your responsibilities:

- Drive compliance and governance across the incident and request processes through defined KPIs, reviews, documentation, and training
- Execute the CSI strategy with measurable progress aligned to a maturity model across the incident and request processes
- Partner with the data analytics team members to create reports for various users including IT support teams, IT leadership, and business stakeholders to illustrate service performance, improvements, and opportunities for improvement
- Driving speed and accuracy of resolution in addition to eliminating future escalations for the same issue
- Work with various IT stakeholders including Service Desk, business stakeholders, capability teams and leadership to remove barriers, minimize business disruptions, seamlessly fulfill requested services, and promote a delightful customer experience
- Consult and train IT support teams as an ITSM ambassador to broaden the understanding of the service lifecycle with a key focus on value and the customer experience
- Eliminate silos across IT processes including but not limited to incident, request, change, problem, knowledge, event and asset management
- Identify and pursue opportunities for automation within incidents and the service catalog
- Fulfill duties across other ITSM processes as needed
- Perform other duties as assigned

The Essentials - You Will Have:

- Bachelor's Degree in IT, MIS, or related field
- ITIL Foundations V3 or V4 Certification and knowledge of the ITIL Service Lifecycle
- Demonstrated success in continual service improvement (ITIL CSI Certification a plus)
- Equivalent work experience with a total of 5 years managing Service Desk, IT incidents, requests, or problems or similar role in a global organization
- Experience with ITSM tools
- Experience managing processes across multiple vendors and managed service providers, including ITSM tool integrations
- Data analytics

The Preferred - You Might Also Have:

- Lean IT Six-Sigma Certifications
- Knowledge and experience with ServiceNow
- Experience with Agile SAFE Methodology
- Experience with creating stories and running board in Jira.

This role will report to Manager IT

What We Offer:

Our benefits package includes

- Comprehensive mindfulness programs with a premium membership to Calm
- Volunteer Paid Time off available after 6 months of employment for eligible employees.
- Company volunteer and donation matching program - Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
- Employee Assistance Program
- Personalized wellbeing programs through our OnTrack program
- On-demand digital course library for professional development and other local benefits

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Rockwell Automation's hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.