IT Service Management Analyst

Meijer - Grand Rapids, MI

Full-time - Entry Level

Grand Rapids, MI

10,001+ employees

General Merchandise Retailers

About the position

The IT Service Management Analyst at Meijer plays a crucial role in managing major incident responses and administering IT service management processes. This position focuses on ensuring effective and efficient delivery of IT services, coordinating with stakeholders to mitigate risks during incidents, and continuously improving service management practices. The analyst will also be responsible for documentation, reporting, training, and compliance with ITIL standards.

Responsibilities

• Administer and maintain ITSM processes such as Incident Management, Problem Management, Change Management, and Service Request Management using ITIL principles.
• Coordinate and manage the response to major IT incidents, ensuring timely resolution and communication with stakeholders.
• Lead investigation activities, meetings, and conference calls related to Major Incidents.
• Monitor ongoing high priority active incidents and initiate corrective action plans when appropriate.
• Generate and analyze reports on process performance, identifying trends and areas for improvement.
• Develop and maintain process documentation, including policies, procedures, and work instructions.
• Provide training and support to IT staff on ITSM processes and tools.
• Ensure compliance with ITSM standards and best practices, such as ITIL.
• Work closely with IT teams and stakeholders to ensure processes are understood and followed.

Requirements

• Bachelor's degree in computer science, Computer Information Systems, Business Information Systems, Engineering or related discipline or equivalent work experience and technical training is required.
• Minimum of 3 years of experience in IT service management or a related role, including experience in managing major IT incidents.
• Direct experience managing day-to-day and training related to ITSM solutions and processes.
• Strong technical understanding of incident response and operations within public cloud environments (e.g. AWS, Azure, or GCP).
• Excellent verbal and written communication skills.

Nice-to-haves

• ITIL Foundations certification or training preferred.
• Any SAFe certification, training, or working in SAFe Agile-enabled delivery teams.
• Knowledge of Cloud, Network, Infrastructure & Microsoft Office products.
• Understanding of mainframe automation tools.

Benefits

• Weekly pay
• Scheduling flexibility
• Paid parental leave
• Paid education assistance
• Team member discount
• Development programs for advancement and career growth