Foot Locker
Sr. IT Service Management Analyst
Foot Locker, Irving, Texas, United States, 75084
Overview:
Foot Locker Inc. is looking to add a Sr. Analyst to join our team. The Sr. Analyst will join the Service Management team to focus on maturing our Problem Management area and will be responsible for coordinating and leading all aspects of technology problem identification, description, root cause analysis, and permanent remediation within Footlocker. This role will collaborate with leaders as well as individual contributors across the IT landscape to understand the source of issues, be they with technology stacks, code, process, implementation, or any myriad of causes with an eye to rallying development, automation, systems, and business resources to agree upon and permanently remove impediments to smooth and efficient business functionality. Business-value-first thinking accompanied with tenacious done means done thinking will be critical to the success of this team member.Responsibilities:Identify root cause of issues and long-term remedies.Prevent recurrence of problems in collaboration with cross-functional teams.Identify foundational systems, architectural, or process-related problems.Develop workarounds or other solutions to incidents.Create reports and establish metrics from available data to discern patterns for future remediation and prevention.Partner closely with Incident and Change Management teams to optimize processes, reduce bureaucracy, and speed solutions to market while adhering strictly to Security and Audit guidelines.Create projects and drive them to completion.Drive the complete and accurate completion of all RCA documents.Drive the creation of MAPs (Management Action Plans) from RCA findings.Ensure closure and full completion of all MAPs within agreed upon timelines.Analyze historical data to identify and eliminate potential incidents before they occur.Design and constantly improve problem management process and strategy with short feedback loops and active collaboration with customers and IT partners.Partner with the ServiceNow Agile Development team to ensure that the processes within the tool match and remain aligned with the needs of the Problem Management area.Qualifications:
Bachelors degree in computer science, Information Technology, or other equivalent majors.Minimum of 3 years experience with ITIL, Service Management, Agile, and DevOps practices.Knowledge of and experience with ServiceNow required.Strong leadership and communication skills to lead a highly nimble, hyper-collaborative, and cross functional team.Ability to translate technical language and concepts into business-friendly and customer-centric communication and explanations.Strong knowledge of systems, networks, hardware, and software from an automation & monitoring standpoint.Comfortable negotiating matrix organizations and responsibilities.Ability to work across teams/time-zones, supporting and managing large infrastructure & cross-organizational projects.ITIL adherence to strict change, problem, and incident management processes and procedures.Self-Starter with a Sense of Urgency.Technology as a Business-Enabler mindset.Proven track record in demonstrating operational efficiencies at an enterprise level.Customer-obsessed.Benefits:The annual base salary range is $70,000 -$90,000. This range represents the anticipated low and high end of the salary for this position. Salary will be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Salary is one component of the Foot Locker, Inc. total compensation package, which includes the below.Foot Locker Benefits:Employee DiscountPaid Time OffMedical | Dental | Vision Coverage401(k) | Roth 401(k)Stock Purchase PlanLife InsuranceFlexible Spending AccountOpportunities for AdvancementTuition Reimbursement for Qualified CoursesStrong Company CultureEmployee Resource Groups#LI-KS1
Foot Locker Inc. is looking to add a Sr. Analyst to join our team. The Sr. Analyst will join the Service Management team to focus on maturing our Problem Management area and will be responsible for coordinating and leading all aspects of technology problem identification, description, root cause analysis, and permanent remediation within Footlocker. This role will collaborate with leaders as well as individual contributors across the IT landscape to understand the source of issues, be they with technology stacks, code, process, implementation, or any myriad of causes with an eye to rallying development, automation, systems, and business resources to agree upon and permanently remove impediments to smooth and efficient business functionality. Business-value-first thinking accompanied with tenacious done means done thinking will be critical to the success of this team member.Responsibilities:Identify root cause of issues and long-term remedies.Prevent recurrence of problems in collaboration with cross-functional teams.Identify foundational systems, architectural, or process-related problems.Develop workarounds or other solutions to incidents.Create reports and establish metrics from available data to discern patterns for future remediation and prevention.Partner closely with Incident and Change Management teams to optimize processes, reduce bureaucracy, and speed solutions to market while adhering strictly to Security and Audit guidelines.Create projects and drive them to completion.Drive the complete and accurate completion of all RCA documents.Drive the creation of MAPs (Management Action Plans) from RCA findings.Ensure closure and full completion of all MAPs within agreed upon timelines.Analyze historical data to identify and eliminate potential incidents before they occur.Design and constantly improve problem management process and strategy with short feedback loops and active collaboration with customers and IT partners.Partner with the ServiceNow Agile Development team to ensure that the processes within the tool match and remain aligned with the needs of the Problem Management area.Qualifications:
Bachelors degree in computer science, Information Technology, or other equivalent majors.Minimum of 3 years experience with ITIL, Service Management, Agile, and DevOps practices.Knowledge of and experience with ServiceNow required.Strong leadership and communication skills to lead a highly nimble, hyper-collaborative, and cross functional team.Ability to translate technical language and concepts into business-friendly and customer-centric communication and explanations.Strong knowledge of systems, networks, hardware, and software from an automation & monitoring standpoint.Comfortable negotiating matrix organizations and responsibilities.Ability to work across teams/time-zones, supporting and managing large infrastructure & cross-organizational projects.ITIL adherence to strict change, problem, and incident management processes and procedures.Self-Starter with a Sense of Urgency.Technology as a Business-Enabler mindset.Proven track record in demonstrating operational efficiencies at an enterprise level.Customer-obsessed.Benefits:The annual base salary range is $70,000 -$90,000. This range represents the anticipated low and high end of the salary for this position. Salary will be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Salary is one component of the Foot Locker, Inc. total compensation package, which includes the below.Foot Locker Benefits:Employee DiscountPaid Time OffMedical | Dental | Vision Coverage401(k) | Roth 401(k)Stock Purchase PlanLife InsuranceFlexible Spending AccountOpportunities for AdvancementTuition Reimbursement for Qualified CoursesStrong Company CultureEmployee Resource Groups#LI-KS1