• ITSM Analyst

    Job ID
    2018-3197
    Location
    US-PA-Glen Mills
    Type
    Full-Time Regular
    Functional Group
    Information Technology
    Business Segment
    Regional Office – Americas
    Region
    Americas
  • Overview

    If you want to work with forward thinking people in a fast moving, innovative environment, Axalta offers you the best market-leading career opportunities. We are a unique company. While our name is new, we are backed by a 150-year legacy of providing some of the most advanced coating technologies to customers all over the world. We rank number one or two in all of the major business segments we serve. Our longstanding commitment to progressive research is setting new standards and pointing the way to beautiful and sustainable coating solutions for tomorrow.

    Responsibilities

     

    The ITSM Analyst will be responsible for working within the IT Operations team to drive Global ITIL process maturity, best practices and execution across all IT Operations functions and teams. Additionally, this role will be required to identify the appropriate KPIs and metrics necessary to provide insight and drive behaviors to achieve Operational Excellence. The candidate must be familiar with Service Now and have experience creating comprehensive reports, performance packages and real-time dashboards. The candidate will work directly with IT process owners to build and maintain collection methods and daily, weekly, monthly and other periodic reports that satisfy Axalta’s overall operations performance reporting requirements. The individual will work across all IT Operations delivery process areas and all technology areas.

     

    Core Job Responsibilities:

    • Understands business and operations strategies and can assist in identifying metrics to support reporting against those strategies.
    • Designs & develops reports and dashboards.
    • Analyze data and provide operational intelligence and meaningful insights to drive strategic and tactical decisions making.
    • Works directly with process teams on an ongoing basis to align metrics collection with changing service delivery processes.
    • Monitors ongoing collection and reporting to ensure data accuracy and integrity in a changing service delivery landscape.
    • Works with multiple global teams to access relevant data and participates in influencing potential future features and designs to advance overall quality of reporting.
    • Builds consultative partnerships with service delivery teams to understand strategic and tactical objectives, key performance indicators and requirements.
    • Maintains in-depth knowledge of the company’s changing IT environment to reinforce accuracy and maintain relevance of all reports and dashboards.
    • Evangelize ITIL best practices and provide training and mentoring.
    • Experience with any of the following tools and technologies: BI/Database/ETL/Visualization tools: Splunk, R, Qlik, Trifacta, KNIME, Informatica, Business Objects, SAS, Cognos, Oracle Warehouse Builder, SAS Data Management, Informatica PowerCenter, SQL Server Integration Services, Hadoop, SQL, JSON, XML, NoSQL, text mining, Tableau, Tableau Prep, Alteryx

    Qualifications

    • Bachelor’s Degree (Information Technology field preferred)
    • Experience in reporting to senior leadership
    • PMP Certification (Preferred but not mandatory)
    • ITIL Certification (Mandatory)
    • Minimum of 3-5 years direct work experience with ITIL and ITSM
    • Ability to manage multiple projects simultaneously
    • Strong communication skills (oral and written) to tailor the messages to the appropriate level of audience
    • Ability to understand complex business flows
    • Familiarity with application and infrastructure technologies
    • Experience with Service Now development, Performance Analytics module & creating reports & dashboards

     

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