Itil Process Analyst

As an ITSM Analyst at MKS, you will partner with global IT teams, internal business stakeholders, and service providers to execute and support core IT Service Management (ITSM) processes, including Incident, Request, Change, and Problem Management. In this role, you will report to the ITSM Lead and play a key part in ensuring service stability, operational efficiency, and positive end-user experiences.

- Supporting and maintaining ITIL-aligned ITSM governance across core processes including Incident, Request, Change, and Problem Management. - Participating in continuous improvement initiatives by identifying process gaps, inefficiencies, and improvement opportunities based on operational data and trends. - Supporting major incident and problem management activities, including coordination, documentation, follow-ups, and contribution to root cause analysis (RCA). - Collecting, analyzing, and reporting on ITSM metrics, KPIs, and SLA performance, and assisting in the creation of dashboards and operational insights to measure service health. - Supporting Change Management and CAB activities, including change record quality checks, risk validation, scheduling coordination, and post-implementation reviews. - Maintaining high-quality process documentation, knowledge articles, and standard operating procedures (SOPs) to enable consistent service delivery.

Qualification Required: - Bachelor's degree in Information Technology, Computer Science, Engineering, or related field (or equivalent practical experience). - ITIL Foundation (v3 or ITIL 4) preferred or willingness to obtain. - 3+ years of experience in IT Service Management, IT Operations, or Service Desk environments. - Working knowledge of ITIL processes, including Incident, Request, Change, and Problem Management. - Experience collaborating with IT fulfillers and resolver groups to ensure process compliance and effective service delivery. - Hands-on experience with ServiceNow or similar ITSM platforms, including ticket lifecycle management and reporting. - Strong written and verbal communication skills, with the ability to document processes and communicate effectively across technical and non-technical teams.

You may be required to support high-severity incidents outside standard business hours on a rotational or on-call basis. The role is primarily a hybrid role between office (3 days) and remote (2 days). This position involves prolonged periods of sitting and working at a computer. As an ITSM Analyst at MKS, you will partner with global IT teams, internal business stakeholders, and service providers to execute and support core IT Service Management (ITSM) processes, including Incident, Request, Change, and Problem Management. In this role, you will report to the ITSM Lead and play a key part in ensuring service stability, operational efficiency, and positive end-user experiences.

- Supporting and maintaining ITIL-aligned ITSM governance across core processes including Incident, Request, Change, and Problem Management. - Participating in continuous improvement initiatives by identifying process gaps, inefficiencies, and improvement opportunities based on operational data and trends. - Supporting major incident and problem management activities, including coordination, documentation, follow-ups, and contribution to root cause analysis (RCA). - Collecting, analyzing, and reporting on ITSM metrics, KPIs, and SLA performance, and assisting in the creation of dashboards and operational insights to measure service health. - Supporting Change Management and CAB activities, including change record quality checks, risk validation, scheduling coordination, and post-implementation reviews. - Maintaining high-quality process documentation, knowledge articles, and standard operating procedures (SOPs) to enable consistent service delivery.

Qualification Required: - Bachelor's degree in Information Technology, Computer Science, Engineering, or related field (or equivalent practical experience). - ITIL Foundation (v3 or ITIL 4) preferred or willingness to obtain. - 3+ years of experience in IT Service Management, IT Operations, or Service Desk environments. - Working knowledge of ITIL processes, including Incident, Request, Change, and Problem Management. - Experience collaborating with IT fulfillers and resolver groups to ensure process compliance and effective service delivery. - Hands-on experience with ServiceNow or similar ITSM platforms, including ticket lifecycle management and reporting. - Strong written and verbal communication skills, with the ability to document processes and communicate effectively across technical and non-technical teams.

You may be required to support high-severity incidents outside standard business hours on a rotational or on-call basis. The role is primarily a hybrid role between office (3 days) and remote (2 days). This position involves prolonged periods of sitting and working at a computer.