ITSM Process Analyst

Build the future of data. Join the Snowflake team.

Snowflake is looking for a practitioner who can wear multiple hats in this IT Service Management role. Your primary duty will be to work on different ITSM roles, Change Management, Problem Management, Knowledge Management and Incident Management to name a few. The right candidate will have a firm grasp of the ITIL framework and adapt to a fast-paced and dynamic enterprise environment. The role will be accountable for all aspects of the IT Service Management framework (ITIL) including service reporting, process maturity assessment, continual service, process improvement, incident, request, change, problem, configuration, and knowledge.  

RESPONSIBILITIES: 

• Drive ITSM Processes as a program across Global IT Operations 
• Develop, improve and manage core ITSM processes
 
• Coordinate Change Management process including review, CAB, approvals, planning, escalation, follow-through, and closure 
• Coordinate and manage the Problem management process for assessments of pending problems, progress tracking and follow up across Global IT 
• End to end ownership of Major incident management process for outages and major service interruptions, follow through until RCA and long term resolution plan is in place 
• End to end ownership Knowledge Management across Global IT teams, provide technical and process related documentation support 
• Work closely with compliance and security teams for internal and external audits 
• Work with Tier 1, 2 & 3 support teams to review, agree and implement permanent solutions for Problem records 
• Drive efforts to improve overall stability and availability by ensuring problem resolution 
• Prepare statistics, KPIs and trend reports and dashboards for the ITSM process 
• Ensure people, processes, and technologies are aligned to support corporate requirements for ITSM 
• Evangelize operations processes to other groups and encourage adoption 
• Obtain, prepare and provide evidence of compliance of processes required during audits and reviews 
• Facilitate ongoing dialog between various IT teams to ensure coordination and alignment with service management and departmental goals 

SKILLS EXPECTATION: 

• 5+ years of experience working across ITSM Processes
• In-depth knowledge of ITIL (ITIL foundation certification preferred) 
• Experience with ITSM Tools - Must Have ServiceNow Experience 
• Knowledgeable in using asset and configuration inventory reporting tools to perform change impact assessments 
• Ability to navigate and translate complex issues using a collaborative, cross-functional approach 
• Strong coordination, negotiation, and influencing skills 
• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization 
• Must be able to work a flexible schedule including weekends and after hours and on-call