Senior Analyst - IT Service Management

Posted 05 Jan 2022

Bangalore, Karnataka - India

Req Id 235972



A career at our company is an ongoing journey of discovery: our 58,000 people are shaping how the world lives, works and plays through next generation advancements in Healthcare, Life Science and Electronics. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others.


Job Title: Senior Analyst - IT Service Management

Role Description:

The IT Service Management Analyst is a member of the “IT-IH Global Ops Center & Compliance” Service Management team whose mission is to enable IT service delivery and support. The Specialist participates in transformational initiatives as related to ITSM. This includes the ongoing definition and improvement of service management processes and supporting tools. Processes include incident, change, problem, configuration, request and service level management processes. The Service Management Specialist will provide business analysts services to support our ongoing services as well as searching for areas of improvement. He / she is responsible for standardizing processes, templates and tools that support industry best practices and applying continual service improvements to remediate process gaps. IT Service Management Analyst requires soft skills, diplomacy and tact necessary to work effectively within a large IT department.

Essential Duties and Responsibilities:

  • Participate in the development and implementation related to several Service Management processes including Incident, Problem, Change, Configuration, Event, Knowledge, Request and Service Portfolio Management.
  • Participate in efforts to implement ITSM technical solutions necessary to automate processes and support the operation of end-to-end IT services delivery and management processes.
  • Provide business analysis support by identifying requirements for ITIL based tools and applications..
  • Provide day-to-day monitoring of ITIL based IT business practices.
  • Champion ITIL best practices and their implementation throughout Orgn.
  • Assist in defining and providing regular updates to the metrics for operational performance reporting for continual service improvement.
  • Build documentation and training for all IT staff.
  • Provide guidance and assistance to Service Management Analysts and Specialists in the work.
  • Update and enforce Service Management policies and procedures

Job Requirements

  • Must be comfortable work in Electronic city, Bangalore location
  • Ability to get work done in a matrix organization.
  • Interface across the organization with other teams, such as system operations, infrastructure, Application support and Information security.
  • Strong operational service management knowledge and skills, and understanding of IT operations processes and end to end IT infrastructure components / architecture.
  • Analytical demeanour, strong decision-making skills and the ability to effectively communicate with individuals across all levels the organization.
  • Knowledge and experience working across a geographically and culturally diverse organization.
  • Excellent written and verbal communication skills at all levels of the organization.
  • Adjust to changing priorities while multitasking effectively.
  • Design, evaluate and document processes and lead teams in accomplishing process review and improvement.
  • Proficiency in using metrics to measure and model service delivery and drive continuous improvements.

Required Experience

  • Bachelor’s Degree in Computer Science, Engineering or related field required. 
  • 5+ Year’s of hands on technical experience performing administration/development specifically with ITSM Tool (ServiceNow, JIRA, BMC Remedy, etc…)
  • 5+ Year's relevant experience with Incident, Problem and/or Change Management as well as process improvement in a technology organization, or an equivalent combination of education and experience both within a process area and IT Service Management tools.
  • Should have working experience in ITSM and ITOM modules in an ITSM Tool
  • Able to develop auto discover probes and business rules to meet requirements
  • Demonstrated experience collaborating with application delivery, application development, project managers and business colleagues, delivering effective IT / business solutions.
  • Experience working in remote / virtual team and environment.
  • ITIL Foundation/Intermediate/Expert certification (Lifecycle or Capability Module)


Core Competencies:

  • Customer Focus
  • Team work
  • Effective Verbal and Written communication skills are necessary
  • Personal Accountability & Commitment to achieve
  • Resilience and Flexibility (Can do attitude)




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