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IT Service Mgmt Process Analyst

Date:  Dec 27, 2021
Location: 

Bucharest, RO

Company:  MolsonCoors_GBSRomania

Requisition ID: 18011 

As a member of the ITIL Process Management team in Global IT Service Operations this role is responsible for IT Infrastructure Library (ITIL) & IT Service Management (ITSM) Process automation, reporting and analysis to support the governance and oversight of the delivery of IT services to the global organization.
This role will report to the Sr. Manager, ITIL Processes and work closely with the other members of the global IT ITIL process team 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. 

 

KEY SKILLS:

  • 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.
  • 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.

At Molson Coors we seek diversity. Differing perspectives lead to challenging the expected, which keeps new ideas bubbling up. We’re an equal opportunity employer and invite applications from candidates from all backgrounds, race, color, religion, sex, sexual orientation, national origin, gender identity, age, disability, veteran status or any other characteristic. We take pride in celebrating our unique brew.