Job Title:
I & O Analyst
Job Description:
Our site in Pune, India is seeking a ITSM Analyst(s) to join our team. The ITSM (IT Service Management) Analyst is responsible for supporting and improving the IT service management processes within the organization. This role will focus on ensuring that IT services are delivered efficiently, meeting both business requirements and customer expectations. The ITSM Analyst will work closely with IT teams, stakeholders, and external vendors to ensure seamless service delivery, incident management, change management, and overall service improvement.
What You’ll Do:
- Service Management:
- Oversee and manage IT service management processes (e.g., incident, problem, change, knowledge, config, asset, and request management).
- Ensure that IT services meet business needs and service level agreements (SLAs).
- Requirements Gathering and Analysis:
- Work with stakeholders to gather and document business requirements.
- Analyze and translate business needs into technical specifications.
- Process Improvement & Documentation:
- Help implement best practices and ITIL standards across IT operations.
- Support the full life cycle of ITSM process documentation with focus on efficiency and compliance.
- Create detailed documentation, including process maps, use cases, and user stories.
- Prepare reports and presentations for stakeholders to communicate findings and recommendations.
- Regularly review and analyze ITSM processes and workflows for efficiency and compliance.
- Collaboration & Communication:
- Prepare reports and presentations for stakeholders to communicate findings and recommendations in support of ITSM effectiveness.
- Conduct analysis to identify opportunities for process improvements or cost-saving initiatives.
- Work with cross-functional teams, including technical teams, service desk, and business stakeholders, to ensure alignment with service goals and integration of IT services.
- Provide clear and concise communication regarding ITSM process changes, updates, and incident resolutions.
- Solution Design and Implementation:
- Assist in the design and implementation of ITSM solutions, ensuring they meet business requirements.
- Support the testing and deployment of new ITSM tools and processes.
- Provide training and support to end-users on new ITSM processes and tools.
- Identify and implement process improvements to enhance service delivery and efficiency.
What We Seek:
- Education:
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field (preferred).
- ITIL Foundation certification (or equivalent) is highly desirable.
- Experience:
- 2-3 years of experience working in IT service management, IT operations, or a related field.
- Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms is preferred.
- Familiarity with ITIL processes (Incident, Problem, Change, and Service Level Management).
- Skills:
- Strong understanding of ITSM best practices and ITIL framework.
- Analytical mindset with excellent problem-solving abilities.
- Proficient in Microsoft Office tools (Excel, Word, PowerPoint).
- Strong communication skills, both written and verbal, with the ability to interact with technical and non-technical stakeholders.
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- Experience in managing projects and coordinating with multiple teams.
- Familiarity with Agile and Scrum methodologies.
- Familiarity with test case best practice methodologies and artifacts.
Outstanding Candidates Will Have:
- Strong attention to detail and organizational skills.
- Ability to work independently and as part of a team.
- A customer-oriented approach with a focus on service excellence.
- Proactive and adaptable to changing business and technical requirements.
What We Offer:
At Entegris, we invest in providing opportunity to our employees and promote from within. The new hire in this role will have the potential to grow and create relationships across the organization and be recognized for demonstrated success and adherence to company PACE values.
Our total rewards package goes above and beyond just a paycheck. Whether you’re looking to build your career, improve your health, or protect your wealth, we offer generous benefits to help you achieve your goals.
- Generous 401(K) plan with an impressive employer match
- Excellent health, dental and vision insurance packages to fit your needs
- Flexible work schedule and 11 paid holidays a year
- Paid time off (PTO) policy that empowers you to take the time you need to recharge
- Education assistance to support your learning journey
- Values-driven culture with colleagues that rally around People, Accountability, Creativity and Excellence.
At Entegris we are committed to providing equal opportunity to all employees and applicants. Our policy is to recruit, hire, train, and reward employees for their individual abilities, achievements and experience without regard to race, color, religion, sexual orientation, age, national origin, disability, marital or military status.
Entegris strongly encourages all of its employees to be vaccinated against COVID-19. At Entegris, COVID-19 vaccination is preferred but not required at this time.
