IT Service Management Analyst
International Flavors and Fragrances
Chennai, Tamil Nadu, India
4d ago

Job Description

  • Support implementation and enforcement of the Incident, Problem & Change management process for IFF
  • Managing all activities and workflow documentation for Change, Problem, and Incident allowing proper process flow throughout ALL IT departments
  • Coordinate and drive technical bridges during a major Incident with confidence, asking the right questions, and steering the support teams towards quick mitigation, work-around or resolution
  • Facilitating change advisory, problem review, and continuous improvement meetings and assuring compliance to policies and processes
  • Ensuring all IT teams adhere to the Incident, Problem and Change management process; and educate and train as needed
  • Measuring and reporting on ITIL metrics and effectiveness of Service Operation and Service Transition to demonstrate continuous improvement across the IT organizations
  • Providing training, process guidance and inputs for continuous process improvement within Infrastructure and Application Teams
  • Develop and document requirements for enhancements to our ITSM tool and perform testing.
  • Communicating proactively with the business and SMEs to enable changes while ensuring critical business functions are not interrupted
  • Documenting and understanding how to configure information into ServiceNow including writing SOPs, QRGs, job aids.
  • Maintaining the Change Management Calendar and Black out dates.
  • Required Skills

  • ITIL Certification v3
  • Experience using and administering ServiceNow
  • Strong written and verbal communication skills
  • Experience with Configuration Management Database (CMDB)
  • Ability to multi-task in a fast-paced, dynamic environment
  • Experience with implementing ITSM processes or tools in coordination with other IT processes and disciplines (e.g. software development, documenting, operations, infrastructure)
  • Required Experience

  • Bachelor’s degree in Computer Science, MIS, related field or equivalent experience
  • 5+ years of experience in IT
  • 3+ years of related experience with ITSM processes in a service organization or a multinational organization with operations across the globe.
  • 1+ Experience using and administering ServiceNow
  • Apply
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