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IT Service Management Analyst

Irvine, CA, United States
Job ID: 39476


IT Service Management Analyst

 Ingram Micro touches 80% of the technology you use every day with our focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions. With $46 billion in revenue, we have become the world’s largest technology distributor with operations in 56 countries and more than 30,000 associates. We continue to strategically expand our global reach with 32 acquisitions since 2012

 Position Summary

 IT Service Management Analyst – Manage overall execution of Ingram Micro’s ITIL 4 based global ITSM practices, including but not limited to – Incident Management, Problem Management, Request Management, Change Enablement, Asset Management, Configuration Management, and Service Level Management.  Support all aspect of IT Service Management practices as a part of Global IT Service Management and Delivery team.  The goal of this role is to manage practices and increase efficiencies and create values within Global operations based on metrics and reports that can be leveraged for operations to help drive continual improvements.  High degree of commitment to drive operational excellence, achievement of goals and objectives, and continual service improvement are required.

Responsibilities, Supporting Actions & End-Results

 Major Responsibility: IT Service Management

  • Supporting Actions: Performs day to day management and execution of the ITIL practices based on existing Ingram Micro ITIL processes and drive continual improvement based on IT Service Management Best Practices:

-          General management practices

  • Continual improvement
  • Measurement and reporting
  • Knowledge management

-          Service management practices

  • Business analysis
  • Service catalogue management
  • Service design
  • Service level management
  • Availability management
    • Scheduled maintenance mgmt.
  • Capacity and performance management
  • Service continuity management
  • Monitoring and event management
  • Service desk (and Major Incident Mgmt.)
  • Incident management
  • Service request management
  • Problem management
    • Chair Significant Incident Review meetings, as needed
  • Change enablement (“Change Control”)
  • Service configuration management
    • Ensure CMDB is kept up to date, both from tools & change mgmt. perspectives
  • IT asset management
    • Familiar with internal and external asset audit processes

-          Technical management practices

  • Infrastructure and platform management
    • Drive operational excellence in Global Infrastructure Organization by enforcing ITIL Best Practices and governance
  • Work closely with Service-Now DevOps team to enable ITSM practices
  • Publish operational metrics/reporting
  • Coordination and collaboration with global teams to ensure process compliances
  • Regularly review and update Policy, Process, Procedure documents and KB Articles and ensure all updates are reviewed, approved, and deployed, to include requisite training of all impacted parties and stakeholders

 Job Qualifications and Educational Requirement

 A Bachelor’s degree (or equivalent work experience) in related science and math discipline with an IT emphasis. 

  • 3 + years relevant experience in an IT Service Management role with responsibility for ITSM process design, execution, and continual improvement
  • 3 + years relevant experience participating in, managing the maturation of the following: Change Enablement, Problem Management, Incident Management, Configuration Management, Continual Service Improvement, Service Level Management, Request Management, Knowledge Management
  • Strong management, analytical, problem-solving, organizational and communication skills (both verbal and written) are required
  • Demonstrated ability to effectively manage multiple tasks and priorities
  • Demonstrated ability to deliver results, an energetic, self-starter who can work independently with diverse teams
  • Deep knowledge of ITIL IT Service Management concepts and principles
  • ITIL V3/V4 certification, ITIL V4 certification preferred
  • Experience with ITSM tools (e.g., Service-Now, BMC Remedy, Jira, HPE Service Manager)
  • Experience in working large Global corporation, with diverse teams across the globe
  • Previous experience as the IT analyst/engineer role a big plus

*This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all of these duties. Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law. 


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