Senior Analyst, IT Service Management

Job Description

Job Description: Senior Analyst, ITSM Who We Are: Role Summary: As a Senior ITSM, you will be part of a collaborative project team, responsible for understanding business requirements, changes and incidents and facilitating the incident resolutions. This person will leverage a number of proprietary and standard/tools and will be primarily responsible to provide support in implementing the incident and change management process by following Standard Operating Procedures. Key Qualifications: Bachelors degree and a working experience of 4 to 6 years into Incident Management and Change Management. Experience writing, communicating and interacting at the executive level Experience with Incident Managements SaaS tools, such as: Pagerduty, Statuspage, Jira A collaborative partner that fosters mentorship, teamwork, transparency, and people-development Familiarity or knowledge of ITIL Foundations principles (ITIL Foundations Certification preferred) Experience in analysis, implementation, and evaluation of IT systems and their specifications Ability to work independently and with minimal supervision while executing projects on time Strong ability to work well in cross-functional teams, including the ability to engage with both technical and non-technical stakeholders Experience with networking, infrastructure, and SaaS administration and configuration Demonstrated ability in critical thinking, self-initiative, and self-direction Demonstrated resilience and unwavering composure under high-pressure, complex situations Role Description: Incident Management Responsible for implementing the process for Incident Management with a focus on expanding the function throughout the organization Support and Maintain Standard Operating Procedures (SOP s) relating to Major Incident processes. Determines contents of the communication Good Communication and Stakeholder Management Skills Coordinate resolution activities with Engineers, Product Managers, Operation Leads and communicate updates with Stakeholders, including the Saks Management Team. Open the communication channel at the time of crisis (Priority 1 or Priority 2) Collaborate with incident stakeholders and the resolving teams to ensure the right people are involved in, and/or informed of the incident Influence and make decisions through analysis of data and partnering with stakeholders Contribute to incident root cause analysis, identifying remediation and process improvement based on observed trends for Saks.com incident processes Lead post-mortem, and correction of error meetings after incidents are resolved Operationalize Saks Corporate Information Systems short and long-term strategy, including recommendations of goals, objectives, and prioritization to business leaders and cross-functional stakeholders as it pertains to Incident Management Assist in defining and prioritizing Incident SLAs, following ITIL standards Act as Incident Manager for business critical incidents during normal business hours, and after hours, as required. To handle Incidents 24X7 and ensure minimal disruption to the service. This position requires that the candidate be available for a rotation of coverage as needed in supporting emergency situations Change Management Chair CAB meetings. Review changes presented, and determine completeness and accuracy. Developing change management plans for projects and/or change initiatives. Evaluating the impact of planned organizational change. Identifying risks and developing risk mitigation tactics. Identifying and managing anticipated resistance to change. Leading change management work streams with a structured methodology / process. Supporting development of communications relevant to change initiatives. Providing coaching and training to employees at all levels. Defining success metrics and measuring performance against these. Providing reporting and other updates to management and project teams. Initiate PIR after each change implementation. Your Life and Career at Saks: Exposure to rewarding career advancement opportunities A culture that promotes a healthy, fulfilling work/life balance Benefits package for all eligible full-time employees (including medical, vision and dental). An amazing employee discount Saks provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Saks complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Saks welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.