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Job Description

Job Description

IT Service Mgmt Sr Analyst

Job ID 1414872BR Date posted 06/13/2018 Location Mooresville, NC Location Name CSC-Mooresville Address 1000 Lowes Boulevard Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0194 - IT Svc Mgt&Governance

Job Summary: 

The Sr. ITSM Analyst is primarily responsible for guiding and supporting ITSM process implementation and process improvement efforts for designated initiatives. This role will have a primary focus on ITSM Change Management, including support for Agile and Dev Ops. The Sr. ITSM Analyst is also responsible for executing and maintaining designated processes and monitoring and supporting ITSM process performance and user compliance.  

Essential and Core Responsibilities:

Essential Responsibilities:

Guides and supports ITSM process implementation for designated ITSM initiatives by documenting process requirements and acceptance criteria from process owners and key stakeholders; developing test scenarios and preliminary test plans based on user requirements; supporting the execution of test plans and the validation of test results against acceptance criteria; preparing release notes and documentation; developing and reviewing standard operating procedures (SOPs); initiating and leading work activities of one or more phases of process implementation; partnering with process owners to achieve resolution of process interface problems; developing and delivering user training sessions and associated materials (e.g., training guides, user manuals) to support change adoption; providing coaching and roll-out support to users throughout the implementation process

Guides and supports ITSM process improvement efforts for designated initiatives by cultivating strong collaborative working relationships with cross-functional teams on process improvement projects; participating in the development, documentation, maintenance, and auditing of ITSM processes and procedures; designs detailed workflows; evaluating business needs, organizational characteristics, and industry best-practices to identify gaps or deficiencies in existing processes and methodologies; evaluating process alignment and integration with other IT or business touch points; identifying, evaluating, and recommending process improvements and third-party tools for implementation to process owners; promoting process adherence and adoption

Executes and maintains designated ITSM processes by participating in the definition of ITSM process procedures; answering complex and/or ambiguous questions from process stakeholders; facilitating meetings, preparing and presenting documentation, and coordinating priorities to support process owners; collaborating with cross-functional stakeholders (e.g., IT and business partners) to support alignment and synergy of standardized processes and procedures; soliciting input and communicating research and results; educating peers and management on the effective use of designated ITSM processes and supporting tools; providing support and training to users as needed to ensure proper process execution

Monitors and supports ITSM process performance and user compliance by facilitating meetings with stakeholders and management to gather input and feedback on process performance; collaborating with IT functions (e.g., SQA, I/O teams) to develop and implement performance metrics and measurement tools; developing complex queries and ad-hoc process performance reporting; analyzing and validating metrics against performance criteria to ensure effective control of expected deliverables; providing recommendations for mitigating process deficiencies and/or noncompliance with established policies, practices and standards to process owners; investigating deviations from anticipated performance to drive adherence with defined ITSM process policies and procedures; escalating incidents of noncompliance as appropriate

Core Responsibilities:

Pursues self-development and effective relationships with others by organizing resources and information; openly sharing information, advice, and expertise with coworkers and customers; influencing others through technical explanations and examples; providing occasional mentoring to team members; seeking performance feedback; adapting to and learning from change, difficulties, and feedback

Completes work assignments by applying up-to-date expertise in subject area; leveraging an understanding of policies, data, and resources to support projects or initiatives; collaborating cross-functionally to solve business problems; identifying and monitoring priorities, deadlines, and expectations; communicating progress and information; identifying, recommending, and implementing ways to address improvement opportunities


Required Minimum Qualifications:

• Bachelor's Degree in Computer Science, Information Systems, or related field and
• 4+ years IT experience, including 2+ years supporting ITSM processes. Additional equivalent work experience may be substituted for the degree requirement.

Preferred Qualifications:

• 2+ years of experience in a leadership role with or without direct reports
• 3+ years of work experience in an IT role requiring interaction with senior management
• 3+ years of experience working in a large matrixed organization
• Certification (or working experience) in Scrum/DevOps/Agile methodologies
• 3+ years of experience in the configuration of ITSM tool(s) (e.g., Remedy, Service-Now)
• 3+ years of experience working within an IT Infrastructure Library (ITIL) framework
• 1+ years developing and delivering IT process metrics and reporting
• 2+ years developing and delivering ITSM process training
• ITIL Foundations certification
• Six Sigma certification
• 3+ years of experience writing technical documentation or standard operating procedures related to IT technical support or deployment

About Lowe's

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE ® 50 home improvement company serving more than 17 million customers a week in the United States, Canada and Mexico. With fiscal year 2016 sales of $65.0 billion, Lowe’s and its related businesses operate or service more than 2,375 home improvement and hardware stores and employ over 290,000 employees. Founded in 1946 and based in Mooresville, N.C., Lowe’s supports the communities it serves through programs that focus on K-12 public education and community improvement projects. For more information, visit

Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

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