ITSM Analyst

About Lowe s
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 .

Roles Responsibilities:

Service Request Management

1. Communication Skills:

• Verbal and Written Communication: Ability to clearly communicate with users to understand their service requests and convey updates effectively.
• Customer Service Orientation: Skills in providing support and guidance to users, ensuring a positive experience throughout the request fulfillment process.

2. Organizational Skills:

• Task Prioritization: Ability to manage multiple service requests simultaneously, prioritizing based on urgency and impact.
• Attention to Detail: Ensuring accuracy in documenting requests, tracking progress, and providing timely updates to users.

3. Problem-Solving Abilities:

• Analytical Thinking: Ability to assess service requests, identify potential challenges, and propose effective solutions or escalate when necessary.
• Root Cause Analysis: Basic skills in understanding underlying issues related to service requests to improve future service delivery.

4. Technical Proficiency:

• Familiarity with ITSM Tools: Experience with service management software (e.g., ServiceNow, JIRA) for logging, tracking, and managing service requests.
• Basic IT Knowledge: Understanding of IT systems and services offered within the organization to provide informed support.

5. Team Collaboration:

• Collaborative Mindset: Working effectively with IT and operational teams to ensure seamless fulfillment of service requests.
• Interpersonal Skills: Building relationships with colleagues and users to enhance teamwork and communication.

6. Process Understanding:

• Knowledge of Service Request Management Processes: Familiarity with standard procedures and best practices for managing service requests.
• Service Level Agreements (SLAs): Understanding the importance of SLAs in managing user expectations and ensuring timely fulfillment.

7. Learning Orientation:

• Willingness to Learn: Eagerness to gain knowledge about new tools, processes, and service offerings to enhance performance.
• Adaptability: Ability to adjust to changes in service management practices or tools as they evolve.

8. Data Management:

• Reporting Skills: Basic ability to compile and analyze service request data to identify trends and improve service delivery.
• Documentation Skills: Keeping accurate records of requests, resolutions, and communications to support knowledge sharing and continuous improvement.

9. Customer-Focused Mindset:

• Empathy and Understanding: Ability to understand user needs and provide tailored support, enhancing overall satisfaction with IT services.
• Proactive Approach: Identifying opportunities to improve service request processes and enhance user experience.

Required Qualifications:
Bachelors degree in computer science, CIS, or related field (or equivalent work experience in a related field)
3 years of experience in IT
Experience in implementing or supporting ITSM processes, within a designated process area
Experience with ITSM tool set (e.g., Remedy Smart IT, Service Now, etc.)

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 working in a large matrixed organization
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)
Knowledge of data sets, relationships and reconciliation rules on CMDB side (including normalization and reconciliation rules) (Configuration Mgmt Database related qualification)
Knowledge of 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 participating in Disaster Recovery exercises (Disaster Recovery related qualification)
Experience leveraging external cloud facilities for recovery (Disaster Recovery related qualification)
Reporting
2 years of experience in report requirements development and tools (Reporting related qualification)
Strong knowledge of various reporting tools required to support the business (e.g., SQL, Power BI, Business Analytics) (Reporting related qualification)
General understanding of data warehouse or data mart architecture (Reporting related qualification)
Expert level experience with MS Excel (Reporting related qualification)

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.