Sr ITSM Analyst

• Works directly with Lead ITSM Analyst to lead the day-to-day execution of the designated ITSM process, associated process responsibilities and improvement initiatives

• Partners with other Analysts to complete assignments

• Assists with development, tracking, and execution of targeted Service Improvement Plans and other ITSM projects and initiatives as assigned

• Collaborates with the Lead ITSM Analyst for the creation and maintenance of ITSM processes, audit, and procedure documentation and measurements to ensure that these process and procedures are followed (Policy, Process Flows, Procedures, OKRs, etc.)

• Guides and supports ITSM adoption efforts for the designated process by cultivating strong collaborative working relationships with cross-functional teams

• Assists with the development of and utilizes reports and dashboards to monitor and support ITSM process performance and user compliance; facilitates meetings with stakeholders and management to gather input and feedback on process performance

• Participates in the development of test scenarios and test plans based on user requirements and supports the execution of test plans and the validation of test results against acceptance criteria

• Researches and recommends ITSM tool enhancements and continuous process improvement initiatives to reduce cost, risk and improve time to value

• Supports the development of and delivers user training sessions and associated materials (e.g., training guides, user manuals) to support adoption of the designated process

• Assists with the training, and development of ITSM Analysts to ensure that they have the tools needed to effectively monitor and maintain business processes

Configuration Management Database (CMDB) Responsibilities

• Manages Discovery of all assets within company environment

• Performs project planning, resource coordination, and reporting of deliverables

• Manages reconciliation of data from Discovery DB into CMDB

• Manages integration of undiscoverable CIs into CMDB

• Develops and validates CMDB system design prototypes

• Collaborates with stakeholders to understand and address their expectations of the CMDB

• Advocates for and implements solutions for the CMDB to be the Enterprise source of truth

Disaster Recovery (DR) Responsibilities

• Leads DR exercises and events

• Performs project planning, resource coordination, and reporting of deliverables

• Partners with BCP team to ensure alignment

• Works with Lead ITSM Analyst to define RTO / RPO based upon Recovery tiers

• Educates Technology teams on RTO / RPO definitions and probability of achieving based on application architecture / design

• Leads reviews of recovery documentation with Technology teams

• Partners with CMDB team to track DR relevant data within the CMDB

• Develops plans to address multiple potential disaster scenarios

Reporting Responsibilities

• Works with the Lead ITSM Analyst to assign reporting deliverables based on need and resource availability

• Analyzes reporting requirements and transforms requirements into consumable information deliverables

• Develops functional dashboards and operational reports, using designated tools

• Develops complex mashup reporting using a variety of data sources

• Collaborates, understands and collects required information to develop consumable reports to support user and leadership requests

• Uses SQL to troubleshoot data discrepancies and report errors

Incident Manager Responsibilities

• Leads, facilitates, and directs resolution activities, and communications during Technology incidents

• Participates in major incident response and resolution improvement efforts

• Demonstrates ability to work independently in close collaboration with peers and leadership across Technology

Problem Manager Responsibilities

• Facilitates root cause analysis of Major and business impacting incidents and drives actions to improve availability, manageability, and stability

• Identifies and communicates (to Technology leadership) organizational and procedural problems that have the potential to negatively impact the quality of IT Services and takes initiative to address these risks

• Works independently in close collaboration with peers and leadership across Technology to address complex Technology problems

• Utilizes various root cause methodologies to drive root cause analysis of business impacting incidents, including identification of corrective and preventative actions

Qualifications

Required Qualifications

• Bachelors Degree in Computer Science, CIS, or related field (or equivalent work experience in a related field)

• 5 years of IT experience

• Experience in planning, designing, implementing, supporting or executing ITSM processes within a designated process area

• Experience working with cross-functional teams

• Experience implementing projects

• Experience with ITSM tool set (e.g., Remedy Smart IT, Service Now, etc.)

• Experience collaborating with others to achieve objectives

• Experience communicating (and managing the conversation) to associates at all levels including senior management

Preferred Qualifications

• Experience in the configuration of ITSM tool(s) (e.g., Remedy, Service-Now)

• ITIL foundations certification

• Experience working within an IT Infrastructure Library (ITIL) framework

• Experience working closely with DevOps and/or Agile development teams

• Experience developing and delivering process training

• Technology Operations experience

• Experience working with third party IT vendors and/or software/hardware suppliers

• Experience writing technical documentation or standard operating procedures related to IT technical support or deployment

• Experience developing and delivering IT process metrics and reporting

• Experience performing continuous improvement of processes and services

• Experience working in a large matrixed organization

• Experience working with process modeling software (e.g., Visio)

• KCS Principals Certification

Configuration Management Database (CMDB)

• Experience with BMC or SN Asset Discovery (Configuration Mgmt Database related qualification)

• Experience with SQL Queries, REST APIs, and Pattern languages (Configuration Mgmt Database related qualification)

• Experience of data sets, relationships and reconciliation rules on CMDB side (including normalization and reconciliation rules) (Configuration Mgmt Database related qualification)

• Experience with Application Models using Collaborative Application Mapping (CAM), Start Anywhere Application Modelling (SAAM), The Pattern Language (TPL) or Java script (Configuration Mgmt Database related qualification)

• Experience with Discovery across multiple types of OS platforms, databases, storage devices and network devices (Configuration Mgmt Database related qualification)

Disaster Recovery (DR)

• Experience with tools specializing in Application Recovery (Disaster Recovery related qualification)

• Experience facilitating Disaster Recovery exercises (Disaster Recovery related qualification)

• Experience leveraging external cloud facilities for recovery (Disaster Recovery related qualification)

• Familiarity with business continuity program life cycle plans (Disaster Recovery related qualification)

• Understanding of current recovery solutions, high availability architectures and mainframe architectures (Disaster Recovery related qualification)

• Knowledge of crisis communication skills (Disaster Recovery related qualification)

Reporting

• 3 years of experience in report requirements, development and tools (Reporting related qualification)

• Broad knowledge of various reporting tools required to support the business (e.g., SQL, Power BI, Business Analytics) (Reporting related qualification)

• Understanding of data warehouse or data mart architecture (Reporting related qualification)

• Expert level experience with MS Excel (Reporting related qualification)

Incident Manager

• Experience managing major incidents in a large organization (Incident Manager related qualification)

• Experience summarizing and communicating technical and business information to all levels of the organization (Incident Manager related qualification)

Problem Manager

• Experience applying root cause methodologies in the problem management space (Problem Manager related qualification)

• Experience summarizing and communicating technical and business information to all levels of the organization (Problem Manager related qualification)

Pay Range: $75,300.00 – $143,100.00 annually

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit our benefits page (https://talent.lowes.com/us/en/benefits) .

Lowes hourly remote associates cannot reside in Alaska, California or Hawaii. Lowes salaried remote associates cannot reside in Alaska or Hawaii.

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.

Qualified applicants with arrest or conviction records will be considered for Employment in accordance with applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.

Lowe’s believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, assets, information and products; partnering, supervising, and regularly working with other Lowe’s employees; and adhering to and monitoring compliance and safety guidelines.

Pay Range: $75,300.00 – $143,100.00 annually Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.