ITSM Analyst Problem Management - ServiceNow

Position: ITSM Analyst  Problem Management - ServiceNow
Location: Bengaluru

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities.

Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start  Caring. Connecting. Growing together.

The ITSM Analyst supports the development, design, implementation, and day-to-day operations of ITSM policies, processes, and procedures. The ITSM Process Analyst oversees the deployment of processes and procedures, working with leadership and stakeholders to identify improvements. This functional role is responsible for end-to-end ITSM practice activities, including creation, governance, delivery, operation, and continuous improvement activities

Primary Responsibilities:

Manage end-to-end execution and delivery of one or more ITSM practices operationally
Monitor, report on, and improve day-to-day operations and overall efficiency of IT Service Management
Develop and document standardized methods, processes, and procedures for improved service delivery governance, execution, and reporting
Leverage ITIL/ITSM best practice principles to drive process improvement activities and apply industry-standard best practices
Leverage solid personal relationships for improved collaboration to provide innovative solutions and the best ITSM framework
Assist other IT Service Management teams when necessary to support resource capacity and IT service delivery
Executes and delivers day-to-day ITSM activities for one or more practice
Understand how to navigate a broad range of ITSM tools, policies, processes, and procedure
Collect, clarify, and analyze data and business requirements for improvement opportunities
Coach, provide feedback, and guide others in executing ITSM policies, processes, and procedures
Coordinate and support continuous improvement activities
Contribute to the development, modification, documentation, and implementation of policies, processes, and procedures
Collaborate on process improvement opportunities and conduct current state analysis to gather business requirements and constraints
Analyze and translate business requirements into documentation and conceptual ITSM platform design and development
Document ITSM platform enhancement and correction requirements and participate in UAT testing
Effectively communicate across company and department boundaries at all levels
Effectively facilitate and lead meetings, tailoring messages to the given audience
Provide after-hours and/or on-call rotation support when required
Adapt quickly to changing conditions, strategies, and organizational goals
Other related ITSM duties as assigned
Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment).

The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

Education    Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent practical experience)

Experience    8+ years total experience in IT Service Management operations and process execution (Incident/Problem/Change/Request at minimum)
Hands-on experience executing and improving ITSM processes endtoend (governance, delivery, reporting, continuous improvement)
Experience facilitating cross functional meetings and communicating across levels (analysts  leadership)
Demonstrated ability to analyze process data/metrics and drive improvements (trend analysis, RCA, SLA/OLA performance)

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