Your Job
As an IT Service Management Analyst, you collaborate and work closely with our Enterprise Application teams to further enhance our ITSM landscape and act as an ITSM consultant for our Digital teams. Your role involves proactively identifying new opportunities for service improvements related to SNOW and Compass by challenging the status quo. You will help to uncover opportunities for workflow optimization and automation in SNOW and compass and drive them forward in partnership with the respective teams and SMEs.
Our Team
We are a team of two supporting primarily our Molex enterprise application support teams for anything related to IT Service Management and Customer Experience including ITIL and best practices, data analytics, monitoring and visualization.
What You Will Do
• Supporting our Digital Product Teams in the various ITSM disciplines like Incident and Problem Management
• Pro-actively communicate, collaborate and support our product teams during outages (Incident Commander)
• Compass and SNOW consultant for our product teams in collaboration with our KGS SNOW and Compass partner.
• Pro-actively identifying and driving SNOW and Compass improvements and new features.
• Proactive training and communication with our Molex product team to further enhance our service landscape following ITIL best practice
• Further enhance Compass customer experience in collaboration with our SNOW Engineers
• Providing support advice on how to apply service management techniques (e.g. root cause analysis)
• Monitoring KPIs and evaluating the resulting data with the IT Service teams
• Analyzing and defining service improvement opportunities in partnership with our Product Team leaders.
Who You Are (Basic Qualifications)
- Good experience using ITSM Tools like ServiceNow
- Good knowledge of ITSM best practices
- Experience managing processes related to service management (e.g. incident or problem management)
- Experience dealing with business and IT stakeholders
At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.
Who We Are
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.
Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.#LI-FR1