Lead ITSM Analyst

Your Impact
The primary purpose of this role is to define, build, implement, and lead a team in one or more Technology Service Management processes, and provide ongoing monitoring and maintenance to ensure these processes meet business needs. This includes responsibility for changing the way IT personnel do their work, on a daily basis, and affect the performance of the IT organization as a whole.
The individual in this role uses a strong understanding of Service Management best practices to drive continual improvement initiatives, build and maintain roadmaps, and inform ITSM strategy.
This role provides functional leadership by coaching and mentoring teammates and directing work activities.
Individuals in this role focused specifically on Incident or Problem Management may be required to be on call and/or work alternate schedules to meet the needs of the enterprise.
What you will do

• Leverages industry-leading standards, practices and frameworks to determine how ITSM processes will be designed and/or improved, while working within the guardrails established by the ITSM Service Manager for the associated portfolio of ITSM processes
• Manages activities that support, improve, and maintain the complete lifecycle for the designated ITSM process with a focus on automation, to improve the efficiency of process ideation, development, and deployment
• Designates assignments to ITSM Analysts and provides guidance as needed
• Strategizes, implements, executes and coordinates with leadership to develop strategies, roadmaps, and goals to integrate individual process with the broader ITSM strategy and assess against clear measures of success
• Creates, defines and maintains ITSM process, audit and procedure documentation and measurements to ensures that these processes and procedures are followed (Policy, Process Flows, Procedures, OKRs, etc.)
• Works collaboratively with all functions and levels within the enterprise (inside and outside IT, including external providers) to communicate and ensure processes are adopted and executed as designed and deficiencies are escalated
• Develops and utilizes reports and dashboards to monitor and support ITSM process performance and user compliance; facilitates meetings with stakeholders and management to gather input and feedback on process performance; escalates any process deficiencies and/or noncompliance with established policies, practices, and standards as appropriate
• Develops test scenarios and preliminary test plans based on user requirements; supports the execution of test plans and the validation of test results against acceptance criteria
• Identifies, recommends and implements ITSM tool enhancements and continuous process improvement initiatives to reduce cost, risk and improve time to value
• Develops and delivers user training sessions and associated materials (e.g., training guides, user manuals) to support adoption of the designated process
• Provides direction and coaching to ITSM Analysts to ensure that they have the tools needed to effectively monitor and maintain business processes and to assist them with complex process analysis
• Serves as a technical expert for project teams throughout the implementation and maintenance of business and enterprise process solutions to ensure that industry best practices are followed
• Configuration Management Database (CMDB) Responsibilities
  • Leads Discovery of all assets within company environment
  • Performs project planning, resource coordination, and reporting of deliverables, and influences team strategy
  • Partners with other teams to design methods to integrate undiscoverable CIs into CMDB
  • Collaborates with stakeholders to understand and address their expectations of the CMDB
  • Advocates for and designs solutions for the CMDB to be the Enterprise source of truth
• Disaster Recovery (DR) Responsibilities
  • Leads DR exercises and events
  • Performs project planning, resource coordination, and reporting of deliverables, and influences team strategy
  • Partners with BCP team to ensure alignment
  • Defines RTO / RPO based upon Recovery tiers and educates others on definitions and possible effects on applications
  • Leads reviews of recovery documentation with Technology teams
  • Partners with CMDB team to track DR relevant data within the CMDB
  • Ensures plans are in place to address multiple potential disaster scenarios
• Reporting Responsibilities
  • Prioritizes and assigns reporting deliverables based on business need and resource availability
  • Analyzes reporting requirements and transforms requirements into information deliverables
  • Develops complex functional dashboards and operational reports, using designated tools
  • Develops complex mashup reporting using a variety of data sources
  • Collaborates, understands and collects required information to prioritize and develop consumable reports to support user and leadership requests
  • Uses SQL to troubleshoot data discrepancies and report errors
• Incident Manager Responsibilities
  • Leads, facilitates, and directs resolution activities and communications during Technology incidents
  • Identifies major incident response and resolution improvements
  • Provides direction, coaching and work assignments to other ITSM Analysts to ensure process is executed effectively
  • Works independently in close collaboration with peers and leadership across Technology to solve complex Technology incidents
  • Participates in the development of strategy and roadmap for Incident Management
• Problem Manager Responsibilities
  • Facilitates root cause analysis of Major and business impacting incidents and drives actions to improve availability, manageability, and stability
  • Identifies and communicates (to Technology leadership) organizational and procedural problems that have the potential to negatively impact the quality of IT Services and takes initiative to address these risks
  • Works independently in close collaboration with peers and leadership across Technology to address complex Technology problems
  • Utilizes various root cause methodologies to drive root cause analysis of business impacting incidents, including identification of corrective and preventative actions
  • Provides direction, coaching and work assignments to more junior level ITSM Analysts to ensure process is executed effectively
  • Participates in the development of strategy and roadmap for Problem Management

Qualifications
Minimum Qualifications • Bachelor's Degree in Computer Science, CIS, or related field (or equivalent work experience in a related field)• 8 years of IT experience• Experience in planning, designing, implementing, supporting or executing ITSM processes within a designated process area• Experience working with cross-functional teams• Experience leading projects• Experience with ITSM tool set (e.g., Remedy Smart IT, Service Now, etc.)• Experience managing the work of others, with or without direct report responsibility• Experience communicating (and managing the conversation) to associates at all levels including senior management
Preferred Qualifications • Experience in the configuration of ITSM tool(s) (e.g., Remedy, Service-Now)• ITIL foundations certification• Experience working within an IT Infrastructure Library (ITIL) framework• Experience working closely with DevOps and/or Agile development teams• Leadership experience with or without direct report responsibility• Experience developing and delivering process training• Technology Operations experience• Experience working with third party IT vendors and/or software/hardware suppliers• Experience writing technical documentation or standard operating procedures related to IT technical support or deployment• Experience developing and delivering IT process metrics and reporting• Experience performing continuous improvement of processes and services• Experience working in a large matrixed organization• Experience working with process modeling software (e.g., Visio)• KCS Principals Certification
Configuration Management Database (CMDB)• Experience with large scale Enterprise CMDB implementation (Configuration Mgmt Database related qualification)• Experience with SQL Queries, REST APIs, and Pattern languages (Configuration Mgmt Database related qualification)• Experience maintaining reconciliation within CMDB (Configuration Mgmt Database related qualification)• Experience with Application Models (Configuration Mgmt Database related qualification)• Experience with Discovery across multiple asset types (Configuration Mgmt Database related qualification)
Disaster Recovery (DR)• Experience with tools specializing in Application Recovery (Disaster Recovery related qualification)• Experience facilitating large scale Disaster Recovery exercises (Disaster Recovery related qualification)• Experience leveraging external cloud facilities for recovery (Disaster Recovery related qualification)• Familiarity with business continuity program life cycle plans (Disaster Recovery related qualification)• Understanding of current recovery solutions, high availability architectures and mainframe architectures (Disaster Recovery related qualification)• Experience in crisis communication skills (Disaster Recovery related qualification)
Reporting• 5 years of experience in report requirements, development and tools (Reporting related qualification)• Deep knowledge of various reporting tools required to support the business (e.g., SQL, Power BI, Business Analytics) (Reporting related qualification)• Knowledge of data warehouse or data mart concepts and architecture (Reporting related qualification)• Expert level experience with MS Excel (Reporting related qualification)
Incident Manager• Experience managing major incidents in a large organization (Incident Manager related qualification)• Experience summarizing and communicating technical and business information to all levels of the organization (Incident Manager related qualification)
Problem Manager• Experience applying root cause methodologies in the problem management space (Problem Manager related qualification)• Experience summarizing and communicating technical and business information to all levels of the organization (Problem Manager related qualification)
About Lowe's
Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 billion, Lowe's operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com.
Lowe's is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.
Pay Range: $92,300.00 - $175,400.00 annually Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.