(Aplica ya) IT Process Event and Metrics Process Analyst...

Requisition Number : 67501

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Our Optical Communications segment has recently evolved from being a manufacturer of optical fiber and cable, hardware and equipment to being a comprehensive provider of industry-leading optical solutions across the broader communications industry.This segment is classified into two main product groupings – carrier network and enterprise network. The carrier network product group consists primarily of products and solutions for optical-based communications infrastructure for services such as video, data and voice communications. The enterprise network product group consists primarily of optical-based communication networks sold to businesses, governments and individuals for their own use.

Role Purpose

This role offers an opportunity to contribute to our strategic direction, drive improvement in our IT services, integration of AI into our Event Management process and demonstrate the business value of our IT efforts.

Our team’s mission is to provide best practices across our processes and tools to minimize non-value-add work, enabling IT to run like a business and deliver improved services to our internal customers. In support of that mission, we utilize an ITIL framework for the delivery of IT Service Management, including Incident, Request, Change, Problem, Knowledge, SACM, Service Catalog, and Event Management.

An IT Process Analyst is accountable for the ongoing operational / day-to-day management of one or more defined IT Service Management Processes, under the supervision of, and reporting to, the Process Owner. The process primarily in scope for this role is Event Management, with an additional focus on ITSM Process Metrics both operational and business value metrics. If the need arises there is a possibility of work in other process spaces.

Key Responsibilities

• Design, implement, maintain, measure, and improve IT process to ensure best practice adherence and efficient delivery of IT services to internal customers under the supervision of a Process Owner
• Collaborate with ServiceNow Engineers and Architects to integrate AI and machine learning technologies into IT Event Management, enhancing efficiency and predictive capabilities.
• Accountable for ongoing operational management of Event Management, including :
• Ensuring that all activities are carried out as required throughout the service lifecycle
• Maintenance of existing process knowledge across multiple mediums
• Develop and update online eLearning material
• Monitoring of shared mailbox, messaging channels, and maintenance of internal sites
• Integrate new Element Managers with ServiceNow Event Management working directly with Element Manager Owners & Operational Leads, ServiceNow Support, and Mulesoft support ensuring all activities are carried out as required for a successful integration.
• Review cost / benefit and relevancy for integration
• Utilize Planview Agile Place to establish Kanban
• Create test scripts, conduct testing session, and capture testing results in testing software (ALM)
• Manage a ticket queue, ensuring that Alerts without a bound CI are being redirected, assessing request / questions regarding Event Management
• Participate in assigned projects / improvement efforts, acting as the Subject Matter Expert for the Event Management process
• Collaborate with the ITSM Tools technical team
• Collaborate with Process Owners, IT Teams, and IT Stakeholders to align metrics with both operational and business goals and objectives.

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