Sr. IT Service Strategy Analyst
WestRock (NYSE:
WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace.
WestRock's 50,000 team members support customers around the world from more than 320 operating and business locations spanning North America, South America, Europe, Asia, and Australia.
Learn more at www.
westrock.
com.
Our technology organization is transforming how we work at WestRock.
We align with our businesses to deliver innovative solutions that:
Address specific business challenges, integrate processes, and create great experiences.
Connect our work to shared goals that propel WestRock forward in the Digital Age.
Imagine how technology can advance the way we work by using disruptive technology.
We are looking for forward thinking technologists that can accelerate our focus areas such as building stronger foundational technology capabilities, reducing complexity, employing digital transformation concepts, and leveraging disruptive technology.
The opportunity:
WestRock is seeking a Sr.
IT Service Strategy Analyst to join a dynamic and exciting group within the IT Service Strategy and Operations organization.
This person will manage WestRock's IT Service Management (ITSM) Problem Management process.
This role will also help define and improve processes and identify opportunities for gaining efficiencies in services and solutions leading to materially improving IT operational efficiency, improving quality, maximizing capacity, and reducing operational waste.
The Sr.
IT Service Strategy Analyst oversees the Problem Management process.
The purpose of the Problem Management process is to manage the lifecycle of all problems from first identification through further investigation, documentation, and eventual removal.
The main objective of this role is to provide, improve, and mature the overall ITSM Problem Management strategy across IT along with process ownership, cadence, governance, training, monitoring, metrics, and measurement, reporting and reviews.
They will partner with other ITSM Process Owners, the Service Strategy Manager, Service Owners, Service Operations Manager, and others across IT and with our Business partners.
Additional responsibilities include identifying and capturing Business Process demands, coaching and training for Root Case Analysis (RCA), and leading Kaizen/RCA events, as required.
How you will impact WestRock:
The Sr.
IT Service Strategy Analyst is responsible for ensuring that the Problem Management process is being performed, as agreed and documented, and is meeting the objectives of the process definition.
Perform the Problem Management day-to-day operational and managerial tasks demanded by the process activities.
Ensures that all Problem Management process activities are carried out as required throughout the service lifecycle.
Ensure that the Problem Management process operates effectively and efficiently.
Promote and coach the correct use of the Problem Management process; and escalate through the ITSM Governance process in case of a conflict between the process and team members.
Execute and coordinate proactive and reactive Problem Management which includes:
Review of incident and change data to analyze assigned (or missed) problems, identify problems and analyze incidents, ensure problem registration, execute classification of problems, analyze problems for correct prioritization and classification, investigate assigned problems through to resolution or root cause, and ensure correct closure and evaluation of problems.
Own the Problem Review Board (PRB) and Problem Ticket Review (PTR) while also participating in weekly Change Board (CAB) concerning potential Change Request (RFC) conflicts and Change Review meetings to report findings or coming improvements.
Own Problem Management metrics, SLAs, and escalate when trends or potential gaps may occur.
Provide routine reporting and analysis along with dashboard tracking and monitoring specifically to ensure Problem Tickets, Tasks, etc.
are effectively handled and resolved.
Define Key Performance Indicators (KPIs) to evaluate the effectiveness and efficiency of the process and design reporting specification.
Review Key Performance Indicators (KPIs) and take action as required.
Periodically audit the process to ensure compliance to policy and standards.
Review opportunities for process enhancements and for improving the efficiency and effectiveness of the process.
Initiate Problem Management improvements in the Process and within the ServiceNow module.
Review integration gaps between the various processes.
Ensure recorded in the CIR (Continual Improvement Register).
Be the owner of registered problems.
Build the business case for enhancement requests to the process and tool (ServiceNow module).
Develop, participate on, or lead process improvement opportunities based on ITIL/IT Service Management (ITSM), Lean Six Sigma, Agile frameworks that lead to performance improvement and service stability.
Ensure process documentation including procedures, knowledge articles, process flows, policies and training materials are up to date and reflect current state as well as develop new content for new areas stemming from process improvement initiatives.
Contributes to and maintains specific areas of the Service Strategy & Operations SharePoint and MS Teams pages.
May conduct testing via UAT, etc.
for new solutions, technology changes, process improvements, etc.
Support M&A efforts to enable new users on Problem Management.
What you need to succeed:
Bachelor's degree in a Computer Science or Technical field or other related degree (Required); MBA or other advanced degree preferred.
5-7 years of general IT service and support experience.
Minimum three (3) years' experience in ITSM/ITIL (Required):
Change Management, Problem Management, or Incident Management; with Problem Management preferred.
Previous WestRock IT experience a plus.
Has strong process competencies with experience in Lean Six Sigma, Agile, and/or Organizational Change Management is desired; Specifically, has experience leading and implementing process improvements and root cause analysis including workshop facilitation leveraging a variety of tools and techniques.
Strong computer literacy skills, especially an understanding of Excel, Microsoft Office365, PowerPoint, SharePoint, Visio, MS Teams.
Experience with PowerBI is preferred.
Organized with good time-management skills.
Strong written and verbal communication skills to build and develop relationships with internal and external stakeholders.
An ability to gather and use data to identify areas of change or improvement that can bring about the greatest benefit to the business.
Committed customer focus mindset and ability to engage with all levels of the organizations and at our plants and mills.
Strong level of collaboration and ability to influence others especially those with a technical background.
An ability to analyze data/information and explain the results clearly and succinctly.
Additional:
Technical aptitude and a solid understanding of WestRock business systems.
1
years of experience with ServiceNow or other Problem Management tool or ticketing system equivalent.
Should possess an ITIL Foundation Certificate and willing to achieve the Practitioners Certificate for Problem.
Management; License/Certifications (Preferred):
ITIL V3/4 Foundation's certification is preferred, ITIL V3/4 Expert certification is a plus.
Ability to manage multiple projects and tasks simultaneously with competing deadlines in a fast-paced and dynamic environment.
Demonstrate ability to communicate clearly and concisely, both orally and in writing.
An ability to analyze data/information and explain the results clearly and succinctly.
Answers questions clearly and correctly.
Important to be a great listener and show empathy especially in escalated situations.
Ability to educate others on ITSM processes, practices, and process ownership.
Experience with enterprise hardware and software implementation, application development and hosting, networking concepts, or datacenter infrastructure and operations.
What we offer:
Corporate culture based on integrity, respect, accountability, and excellence.
Comprehensive training with numerous learning and development opportunities An attractive salary reflecting skills, competencies, and potential.
A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.
WestRock Company is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce:
Minorities/Females/ Disabled/Veterans.
Salary:
$8.
73 - $20.
55.
Estimated Salary: $20 to $28 per hour based on qualifications.
WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace.
WestRock's 50,000 team members support customers around the world from more than 320 operating and business locations spanning North America, South America, Europe, Asia, and Australia.
Learn more at www.
westrock.
com.
Our technology organization is transforming how we work at WestRock.
We align with our businesses to deliver innovative solutions that:
Address specific business challenges, integrate processes, and create great experiences.
Connect our work to shared goals that propel WestRock forward in the Digital Age.
Imagine how technology can advance the way we work by using disruptive technology.
We are looking for forward thinking technologists that can accelerate our focus areas such as building stronger foundational technology capabilities, reducing complexity, employing digital transformation concepts, and leveraging disruptive technology.
The opportunity:
WestRock is seeking a Sr.
IT Service Strategy Analyst to join a dynamic and exciting group within the IT Service Strategy and Operations organization.
This person will manage WestRock's IT Service Management (ITSM) Problem Management process.
This role will also help define and improve processes and identify opportunities for gaining efficiencies in services and solutions leading to materially improving IT operational efficiency, improving quality, maximizing capacity, and reducing operational waste.
The Sr.
IT Service Strategy Analyst oversees the Problem Management process.
The purpose of the Problem Management process is to manage the lifecycle of all problems from first identification through further investigation, documentation, and eventual removal.
The main objective of this role is to provide, improve, and mature the overall ITSM Problem Management strategy across IT along with process ownership, cadence, governance, training, monitoring, metrics, and measurement, reporting and reviews.
They will partner with other ITSM Process Owners, the Service Strategy Manager, Service Owners, Service Operations Manager, and others across IT and with our Business partners.
Additional responsibilities include identifying and capturing Business Process demands, coaching and training for Root Case Analysis (RCA), and leading Kaizen/RCA events, as required.
How you will impact WestRock:
The Sr.
IT Service Strategy Analyst is responsible for ensuring that the Problem Management process is being performed, as agreed and documented, and is meeting the objectives of the process definition.
Perform the Problem Management day-to-day operational and managerial tasks demanded by the process activities.
Ensures that all Problem Management process activities are carried out as required throughout the service lifecycle.
Ensure that the Problem Management process operates effectively and efficiently.
Promote and coach the correct use of the Problem Management process; and escalate through the ITSM Governance process in case of a conflict between the process and team members.
Execute and coordinate proactive and reactive Problem Management which includes:
Review of incident and change data to analyze assigned (or missed) problems, identify problems and analyze incidents, ensure problem registration, execute classification of problems, analyze problems for correct prioritization and classification, investigate assigned problems through to resolution or root cause, and ensure correct closure and evaluation of problems.
Own the Problem Review Board (PRB) and Problem Ticket Review (PTR) while also participating in weekly Change Board (CAB) concerning potential Change Request (RFC) conflicts and Change Review meetings to report findings or coming improvements.
Own Problem Management metrics, SLAs, and escalate when trends or potential gaps may occur.
Provide routine reporting and analysis along with dashboard tracking and monitoring specifically to ensure Problem Tickets, Tasks, etc.
are effectively handled and resolved.
Define Key Performance Indicators (KPIs) to evaluate the effectiveness and efficiency of the process and design reporting specification.
Review Key Performance Indicators (KPIs) and take action as required.
Periodically audit the process to ensure compliance to policy and standards.
Review opportunities for process enhancements and for improving the efficiency and effectiveness of the process.
Initiate Problem Management improvements in the Process and within the ServiceNow module.
Review integration gaps between the various processes.
Ensure recorded in the CIR (Continual Improvement Register).
Be the owner of registered problems.
Build the business case for enhancement requests to the process and tool (ServiceNow module).
Develop, participate on, or lead process improvement opportunities based on ITIL/IT Service Management (ITSM), Lean Six Sigma, Agile frameworks that lead to performance improvement and service stability.
Ensure process documentation including procedures, knowledge articles, process flows, policies and training materials are up to date and reflect current state as well as develop new content for new areas stemming from process improvement initiatives.
Contributes to and maintains specific areas of the Service Strategy & Operations SharePoint and MS Teams pages.
May conduct testing via UAT, etc.
for new solutions, technology changes, process improvements, etc.
Support M&A efforts to enable new users on Problem Management.
What you need to succeed:
Bachelor's degree in a Computer Science or Technical field or other related degree (Required); MBA or other advanced degree preferred.
5-7 years of general IT service and support experience.
Minimum three (3) years' experience in ITSM/ITIL (Required):
Change Management, Problem Management, or Incident Management; with Problem Management preferred.
Previous WestRock IT experience a plus.
Has strong process competencies with experience in Lean Six Sigma, Agile, and/or Organizational Change Management is desired; Specifically, has experience leading and implementing process improvements and root cause analysis including workshop facilitation leveraging a variety of tools and techniques.
Strong computer literacy skills, especially an understanding of Excel, Microsoft Office365, PowerPoint, SharePoint, Visio, MS Teams.
Experience with PowerBI is preferred.
Organized with good time-management skills.
Strong written and verbal communication skills to build and develop relationships with internal and external stakeholders.
An ability to gather and use data to identify areas of change or improvement that can bring about the greatest benefit to the business.
Committed customer focus mindset and ability to engage with all levels of the organizations and at our plants and mills.
Strong level of collaboration and ability to influence others especially those with a technical background.
An ability to analyze data/information and explain the results clearly and succinctly.
Additional:
Technical aptitude and a solid understanding of WestRock business systems.
1
years of experience with ServiceNow or other Problem Management tool or ticketing system equivalent.
Should possess an ITIL Foundation Certificate and willing to achieve the Practitioners Certificate for Problem.
Management; License/Certifications (Preferred):
ITIL V3/4 Foundation's certification is preferred, ITIL V3/4 Expert certification is a plus.
Ability to manage multiple projects and tasks simultaneously with competing deadlines in a fast-paced and dynamic environment.
Demonstrate ability to communicate clearly and concisely, both orally and in writing.
An ability to analyze data/information and explain the results clearly and succinctly.
Answers questions clearly and correctly.
Important to be a great listener and show empathy especially in escalated situations.
Ability to educate others on ITSM processes, practices, and process ownership.
Experience with enterprise hardware and software implementation, application development and hosting, networking concepts, or datacenter infrastructure and operations.
What we offer:
Corporate culture based on integrity, respect, accountability, and excellence.
Comprehensive training with numerous learning and development opportunities An attractive salary reflecting skills, competencies, and potential.
A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.
WestRock Company is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce:
Minorities/Females/ Disabled/Veterans.
Salary:
$8.
73 - $20.
55.
Estimated Salary: $20 to $28 per hour based on qualifications.
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