IT Service Mgmt Process Analyst

Requisition ID: 31421 

Molson Coors is a leading brewer with 18,000+ employees, 30+ breweries and 130+ beer brands, consumed in more than 50 countries. Our GBS history in Romania started in 2017, when Molson Coors Global Business Services was established in Bucharest, and since then we have become a 650 people strong organization and growing continuously.

We deliver centralized operations to our Molson Coors Business Units across the Globe in Finance, Master Data, Commercial, HR and IT Business Services. Our impressive brands portfolio across the world includes Miller Genuine Draft, Madri, Staropramen and Bergenbier.

As a member of the ITIL process management team within Global IT Services Operations, you will be using and working daily with the ITIL framework which helps in standardizing, planning, delivering, and maintaining the Molson Coors ITSM services.  

The Process Analyst role focuses on analyzing and reporting data to solve or answer organization questions, doing gap analysis work, and providing solutions based on critical thinking and as well overseeing of the IT Services and proposing enhancements to the existing processes.

The supporting tool for IT and ITSM processes is ServiceNow, and the role will be part of the ServiceNow Team, located in Bucharest, and the role will be closely working with the ITIL Process TEAM that we have in our organization which is located in Milwaukee US,  in support of the following process areas:  Incident Management, Problem Management, Change Management, Knowledge Management, Request Management, Asset Management and Identity Management.

KEY RESPONSIBILITIES:

• Conducts operational reporting of ITIL process areas; provide visibility into key IT and 3rd party performance metrics and standards, building operational reports that support day-to-day activities and ad-hoc reporting and analysis of trends to inform continuous improvement opportunities.
• Supports analysis & measurement needs of ITIL Process Managers and Specialists; conducts analysis of ITIL process areas to identify trends & patterns via data analysis assisting in the definition of performance improvement opportunities.
• Creates and maintains global ITIL process related documents in accordance with standards and compliance guidelines. Works with the ITIL process owners to analyze and document requirements and define process & configuration changes to ensure continued adherence to MCBC ITIL standards.
• Support tool and technology administration activities; execution of regular and ad-hoc system administration tasks to support the ITIL tool and technology platform (ServiceNow) day to day operation. 
• Support tool and technology improvement and upgrade activities; development, execution and tracking of test scenarios in support of ITIL tool and technology platform (ServiceNow) upgrades and maintenance cycles. 

SKILLS & RELEVANT WORK EXPERIENCE:

• 1-3 years IT experience, with knowledge of ITIL and IT operations processes, and an understanding of IT service management activities, with at least some experience in IT service operations.
• Good communication skills, both written and verbal, good relationship management skills, and good negotiation skills.
• Experience with ServiceNow
• English language fluency, both oral and written.

Preferred:

• 1-3 years of IT experience in global IT service operations.
• Some experience managing 3rd party IT service providers.

#LI-Hybrid

Molson Coors is committed to a diverse and inclusive workplace.  We’re an equal opportunity employer and invite applications from candidates of all backgrounds, race, color, religion, sex, sexual orientation, national origin, gender identity, age, disability, veteran status or any other characteristic. If you have a disability and believe you need a reasonable accommodation during the application or recruitment processes, please e-mail jobs@molsoncoors.com.