IT Service Management Analyst

Meijer

Full-time - Mid Level

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, and restoring services promptly during incidents. The analyst is responsible for continuous improvement of ITSM processes, 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 and meetings related to Major Incidents.
• Monitor ongoing high priority active incidents and initiate corrective action plans when necessary.
• Promote the role and value of Service Management processes across the organization.
• Identify opportunities for process improvements and implement changes to enhance service delivery.
• Develop and maintain process documentation, including policies, procedures, and work instructions.
• Generate and analyze reports on process performance, identifying trends and areas for improvement.
• Provide training and support to IT staff on ITSM processes and tools.
• Ensure compliance with ITSM standards and best practices.

Requirements

• Bachelor's degree in computer science, Computer Information Systems, Business Information Systems, Engineering or related discipline or equivalent work experience and technical training.
• 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.
• Any SAFe certification, training, or working in SAFe Agile-enabled delivery teams.
• ITIL Foundations certification or training preferred.
• Strong technical understanding of incident response and operations within public cloud environments (e.g. AWS, Azure, or GCP).
• Knowledge of Cloud, Network, Infrastructure & Microsoft Office products.
• Analytical & detail-oriented thought process with the ability to take a methodical approach to activities.
• Excellent verbal and written communication skills.
• Understanding of mainframe automation tools.

Nice-to-haves

• Experience with automation tools.
• Ability to work in a team or as an individual.
• Demonstrated problem-solving skills.

Benefits

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