Job Information
Iron Mountain Senior ITSM/ITIL Analyst in Boston, Massachusetts
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.
JOB SUMMARY
Manage the end to end life-cycle of Incident, Problem and Change management (both process and execution)
Analyze and compile data to report performance metrics/KPIs to all levels in the organization.
CORE EXPERIENCE / RESPONSIBILITIES
ITSM INCIDENT AND PROBLEM MANAGEMENT
5+ years of experience in handling and facilitating technical infrastructure and application issues / incidents with - an eye for detail, staying calm under pressure, as a problem solver and a good communicator.
Good knowledge and understanding of various technology stack and its significance (both in cloud and on-prem).
Proven experience in minimizing mean time to resolve (MTTR) and experience in evaluating trade-offs while keeping customer and business impacts in the center.
Demonstrated experience in driving root cause analysis and in analyzing past incidents/problem records to build robust Service Improvement Plans (SIPs).
Served as an escalation point for high priority incidents and problems and worked with support teams to troubleshoot and resolve them independently.
ITSM CHANGE MANAGEMENT
Proven/recent experience in facilitating and managing CAB enterprise/global calls (from preparation to approval).
Deeper experience in identifying and exploring risks associated with change implementations
Experience in building and providing change management training to the enterprise.
Nice to have - Designed and implemented risk scoring of change implementation in any platforms (such as Servicenow).
ITSM METRICS / KPI REPORTING
2+ years of working experience in analyzing and building ITSM performance reports (Example: ServiceNow, data lake and or from any other business intelligence tools/platforms such as TIBCO Spotfire, Tableau, MS Reporting Services).
Advance experience and knowledge in assessing performance data, identifying gaps, trends and inaccuracies, and turn that data into actionable outcomes and opportunities.
Advance working knowledge in Excel, Powerpoint or equivalent (google sheets, google slides etc).
ALL OTHERs / COMMON
Experience in building and providing incident, problem, and change management training to the enterprise.
Advance verbal/written communication and presentation skills - communicating to business teams and technology leaders.
Working experience in authoring standard operating procedures, building and rolling out process flow across the enterprise (or at global scale).
Possess strong ability to be flexible and easily adapt to operate in a dynamic environment, changing priorities with promptness, and efficiency.
Proven experience in adapting ITIL Incident, Problem and Change management to DevOps.
Working experience with ServiceNow and integrating incident/problem tickets with other development methodology / collaborative tools such as Jira, Gitlab etc
Flexibility in working hours (to deal / manage high profile incidents) - Ability to work with cross-functional teams as a strong team player with a demonstrated track record of working in a fast-paced, quickly changing environment with customer service focus.
NICE TO HAVE
Working experience in managing auditing controls such as in SOX, SOC, Incident Audit requests, etc.
Servicenow development knowledge.
Experience in other ITIL processes such as Configuration Management, Risk management etc.
Knowledge and experience in running FMEA sessions with applications and infrastructure teams.
Working experience in analyzing monitoring events/platforms to proactively address incidents/issues.
Education
Bachelor's in Computer Science, Information Technology or equivalent.
ITIL Certifications or equivalent
#LI-Remote
Category: Information Technology
Iron Mountain Incorporated, founded in 1951, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world in approximately 50 countries, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts.
Providing solutions that include information management, digital transformation, secure storage, secure destruction, as well as data centers, cloud services, and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working.
Our Cores Values and Code of Ethics are our north star. They provide a solid base for how we do business and behave every day, so each one of us can experience exceptional.
If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE
Requisition: J0057422