Incident and Request Analyst
Rockwell Automation
full-time
Posted on:
Location Type: Hybrid
Location: Pune • 🇮🇳 India
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ITSMServiceNow
About the role
- 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
Requirements
- 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
- Preferred: Lean IT Six-Sigma Certifications
- Preferred: Knowledge and experience with ServiceNow
- Preferred: Experience with Agile SAFE Methodology
- Preferred: Experience with creating stories and running board in Jira
Benefits
- 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
- Employee Assistance Program
- Personalized wellbeing programs through our OnTrack program
- On-demand digital course library for professional development
- Other local benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ITIL Foundations V3ITIL Foundations V4continual service improvementdata analyticsITSM toolsServiceNowAgile SAFE MethodologyLean IT Six-Sigmaprocess managementautomation
Soft skills
communicationcollaborationproblem-solvingcustomer experience focustrainingconsultingstakeholder managementleadershiporganizational skillsadaptability
Certifications
ITIL Foundations V3ITIL Foundations V4ITIL CSI CertificationLean IT Six-Sigma Certification