Lead ITSM Analyst

Lowe s Companies, Inc. (NYSE: LOW) is a FORTUNE 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 billion, Lowe s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Bengaluru, Lowe s India develops innovative technology products and solutions and delivers business capabilities to provide the best omnichannel experience for Lowe s customers. Lowe s India employs over 4,200 associates across technology, analytics, merchandising, supply chain, marketing, finance and accounting, product management and shared services. Lowe s India actively supports the communities it serves through programs focused on skill-building, sustainability and safe homes. For more information, visit, www.lowes.co.in .

About the Team

Job Summary:

executing direction from leadership, delivering results that align with strategic objectives, communicating critical information to other teams, managing vendor relationships, developing processes that align to organizational goals, specific technical skills required for managing a process.

The primary purpose of this role is to define, build, implement, and lead a team in one or more Technology Service Management processes, and provide ongoing monitoring and maintenance to ensure these processes meet business needs. This includes responsibility for changing the way IT personnel do their work, on a daily basis, and affect the performance of the IT organization as a whole. The individual in this role uses a strong understanding of Service Management best practices to drive continual improvement initiatives, build and maintain roadmaps, and inform ITSM strategy. This role provides functional leadership by coaching and mentoring teammates and directing work activities. Individuals in this role focused specifically on Incident or Problem Management may be required to be on call and/or work alternate schedules to meet the needs of the enterprise.

Roles Responsibilities:

Core Responsibilities:

• 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

Years of Experience:

8 years of IT experience

Education Qualification Certifications

Required Minimum Qualifications:

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

Skill Set Required

• Required Qualifications:
  Experience in planning, designing, implementing, supporting or executing ITSM processes within a designated process area
  Experience working with cross-functional teams
  Experience leading projects
  Experience with ITSM tool set (e.g., Remedy Smart IT, Service Now, etc.)
  Experience managing the work of others, with or without direct report responsibility
  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)
  Experience working within an IT Infrastructure Library (ITIL) framework
  Experience working closely with DevOps and/or Agile development teams
  Leadership experience with or without direct report responsibility
  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)
  Experience with large scale Enterprise CMDB implementation (Configuration Mgmt Database related qualification)
  Experience with SQL Queries, REST APIs, and Pattern languages (Configuration Mgmt Database related qualification)
  Experience maintaining reconciliation within CMDB (Configuration Mgmt Database related qualification)
  Experience with Application Models (Configuration Mgmt Database related qualification)
  Experience with Discovery across multiple asset types (Configuration Mgmt Database related qualification)
  Experience with tools specializing in Application Recovery (Disaster Recovery related qualification)
  Experience facilitating large scale Disaster Recovery exercises (Disaster Recovery related qualification)
  Experience leveraging external cloud facilities for recovery (Disaster Recovery related qualification)
  Experience in crisis communication skills (Disaster Recovery related qualification)
  5 years of experience in report requirements, development and tools (Reporting related qualification)
  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)
  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)
  Information Technology Infrastructure Library (ITIL) ITIL foundations certification
  KCS Principals Certification

Lowes 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.