10323 - Sr. Business Analyst, ITSM - Hyundai Autoever America

• Develop, implement, and maintain ITSM processes, including Incident Management, Problem Management, Change Management, Service Request Management, and Knowledge Management.
• Ensure processes are adhered to and optimized for efficiency and effectiveness.
• Possess a conceptual understanding of Infrastructure, Middleware, Database, Applications, and InfoSec combined with deeper known experience with one of the four disciplines.
• Understand, develop, modify and maintain pertinent documentation.

• Monitor IT service performance through key metrics and SLAs (Service Level Agreements).
• Generate regular reports and dashboards to track service health, trends, and areas for improvement.
• Analyze the root causes of service disruptions and recommend solutions to section manager and related stakeholders.

• Coordinate and manage the Change Advisory Board (CAB) and ensure proper assessment of risks, impacts, and approvals for IT changes.
• Act as point of escalation for major incidents, ensuring timely resolution and communication.
• Schedule weekly calls to review all changes with change implementors, infrastructure, application and security owners.

• Identify opportunities for process improvements and work with IT teams to implement enhancements.
• Conduct regular process reviews and audits to ensure compliance with ITSM policies.
• Audit response preparation and collaboration with multiple teams
• Contribute to Root Cause Analysis (RCA) and Risk Acceptance development as assigned

• Lead technical support, including but not limited to MAC (moves, adds, changes) related to Audio Visual, Telecom, Phone setups (e.g. Cisco, MS Teams,etc.).
• Lead troubleshooting, problem resolution and continuous improvements to meet target KPIs.
• Assist with onboarding and offboarding tailored to major affiliates.
• Lead project initiatives for technical disciplines.
• Develop reporting against KPIs, SLAs, SLOs and project milestones.
• Lead and facilitate CAPEX to OPEX reconciliation in collaboration w/Business Analysts, Finance Procurement, Section Heads, Department Heads, to ensure seamless post-launch support.

• Develop or approve broadcast announcements for planned and unplanned system events.
• Collaborate with service owners, business units, and IT teams to gather requirements, address service related issues, and ensure alignment between IT and business objectives.
• Facilitate internal and external workshops, training sessions, and awareness programs for ITSM

• Developing Affiliate onboarding process and documentation

• Assist in the configuration, administration, population and enhancement of ITSM tools (e.g., ServiceNow, BMC Remedy).
• Ensure tools support effective process workflows and reporting capabilities.
• Experience with O365: Excel, PowerPoint, Word, OneNote, SharePoint, Visio, etc.

• Maintain up-to-date documentation for ITSM processes, procedures, and guidelines.
• Manage the IT knowledge base to ensure accurate and accessible information is available to end-users and IT teams.

• Bachelor's degree in IT, Computer Science, Business, Management or equivalent experience.
• 8 to 10 years of experience in IT service management or a related IT role.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
• Conceptual understanding of JIRA or another equivalent tool.
• Strong understanding of ITIL principles and practices; ITIL certification is highly preferred.
• Ability to create and develop Run Books, DWIs, SOPs, RASCI (R&Rs), RCAs
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills for effective stakeholder engagement.
• Ability to manage multiple priorities and work in a fast-paced environment.
• Experience with data analysis and report generation.
• ITIL v3/v4 Foundation or higher certification is preferred.
• Experience in implementing or optimizing ITSM processes.
• Occasional on-call support may be required.

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