Service Management Analyst
Capgemini
Job Title: Service Management Analyst
Location: Austin, TX - Remote
Travel: 25%
Job description:
The IT Service Management Coordinator will be responsible for managing and resolving IT incidents, leading major incident responses, analyzing and solving recurring problems, and overseeing IT changes. The ideal candidate will have hands-on experience in Incident, Major Incident, Problem, and Change Management, and will be certified in ITIL v4 or higher.
Key Responsibilities:
• Incident Management: Efficiently manage and resolve IT incidents to minimize impact on business operations. Ensure timely communication with stakeholders and maintain accurate incident records.
• Major Incident Management: Lead the response to major incidents, coordinating with various teams to restore services as quickly as possible. Conduct post-incident reviews to identify root causes and implement preventive measures.
• Problem Management: Analyze incident trends to identify recurring issues. Develop and implement solutions to prevent future incidents and improve overall system reliability.
• Change Management: Oversee the planning, testing, and implementation of IT changes. Ensure changes are documented, approved, and communicated effectively to minimize disruption.
Required Skills:
The ideal candidate will have hands-on experience in Incident, Major Incident, Problem, and Change Management, ensuring best practices are followed and continuous improvement is achieved.
• Collaboration: Work closely with internal teams and external clients to understand their needs and provide tailored IT support solutions.
• Documentation: Maintain comprehensive documentation of processes, incidents, problems, and changes to ensure knowledge sharing and compliance with ITIL standards.
Desired Skills:
Minimum of 1-2 years of experience in IT support, with a focus on ITIL processes (Incident, Major Incident, Problem, and Change Management).
• Certification: ITIL v4 (or higher) certification is preferred.
• Technical Skills: Proficiency in IT service management tools and technologies. Strong understanding of IT infrastructure and application support.
• Communication: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills. Ability to think critically and make data-driven decisions.
• Team Player: Ability to work collaboratively in a team environment and manage multiple priorities.
• Experience in an IT outsourcing environment.
• Additional certifications in relevant technologies or methodologies.
Life at Capgemini
Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:
- Flexible work
- Healthcare including dental, vision, mental health, and well-being programs
- Financial well-being programs such as 401(k) and Employee Share Ownership Plan
- Paid time off and paid holidays
- Paid parental leave
- Family building benefits like adoption assistance, surrogacy, and cryopreservation
- Social well-being benefits like subsidized back-up child/elder care and tutoring
- Mentoring, coaching and learning programs
- Employee Resource Groups
- Disaster Relief
About Capgemini
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to
engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.
Get the future you want | www.capgemini.com
Disclaimer
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.
Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.
