Snowflake ITSM PROCESS ANALYST 

India, Maharashtra, Pune 

196446398

RESPONSIBILITIES:

• Drive ITSM Processes as a program across Global IT Operations
• Develop, improve and manage core ITSM processes
• Coordinate Change Management process including review, CAB, approvals, planning, escalation, follow-through, and closure
• Coordinate and manage the Problem management process for assessments of pending problems, progress tracking and follow up across Global IT
• End to end ownership of Major incident management process for outages and major service interruptions, follow through until RCA and long term resolution plan is in place
• End to end ownership Knowledge Management across Global IT teams, provide technical and process related documentation support
• Work closely with compliance and security teams for internal and external audits
• Work with Tier 1, 2 & 3 support teams to review, agree and implement permanent solutions for Problem records
• Drive efforts to improve overall stability and availability by ensuring problem resolution
• Prepare statistics, KPIs and trend reports and dashboards for the ITSM process
• Ensure people, processes, and technologies are aligned to support corporate requirements for ITSM
• Evangelize operations processes to other groups and encourage adoption
• Obtain, prepare and provide evidence of compliance of processes required during audits and reviews
• Facilitate ongoing dialog between various IT teams to ensure coordination and alignment with service management and departmental goals

SKILLS EXPECTATION:

• 5+ years of experience working across ITSM Processes
• In-depth knowledge of ITIL (ITIL foundation certification preferred)
• Experience with ITSM Tools - Must Have ServiceNow Experience
• Knowledgeable in using asset and configuration inventory reporting tools to perform change impact assessments
• Ability to navigate and translate complex issues using a collaborative, cross-functional approach
• Strong coordination, negotiation, and influencing skills
• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization
• Must be able to work a flexible schedule including weekends and after hours and on-call