ITSM Problem Analyst

What Youll Do:

We are seeking a highly motivated and experienced ITSM Problem Analyst to join our dynamic IT team within the automotive sector. Thishigh-impact roleis instrumental in ensuring the reliability and continuity of our IT services by proactively identifying analyzing and resolving the root causes of recurring incidents across our complex manufacturing and operational environments. The ideal candidate will be a strategic thinker with strong analytical skills and a proven track record in IT Service Management (ITSM) best practices.

Responsibilities:

• Lead thorough investigations and implement permanent solutions for recurring incidentsusing techniques like Root Cause Analysis (RCA) Fishbone diagrams and the Five Whys methodincluding deploying software patches updating configurations or redesigning primary objective is to prevent recurrence and minimize business impact.
• Coordinate and facilitate Post-Mortem Reviews (PMRs)to identify root causes lessons learned and track corrective actions for incidentsincluding significant incidents and Executive Summaries.
• Coordinate facilitate and track Business Facing Metrics (BFM) and maintain the Global Incident Reporting Board (GIRB)for comprehensive visibility into incident trends.
• Maintain a strategic overview of the problem queue ensuring timely updates and adherence to the problem management process.
• Develop and own meaningful problem management dashboards within ServiceNows Performance Analytics.
• Drive continuous improvement initiativesby analyzing problem trends and performance metrics. This includescollaborating with the Process Owner on governance improvement initiatives ServiceNow optimization and documentation updates.
• Proactively identify assess and escalate potential risks to the Process Owner developing mitigation strategiesto minimize business impact.
• Enhance the problem management process within ServiceNow including supporting upgrades andpartnering with ITSM process owners (Incident Change etc.) Operations Product Manager Reporting lead and the ServiceNow team to optimize tooling and prioritize enhancements.
• Assist with general ServiceNow incidents requests and enhancements.
• Maintain a comprehensive knowledge base of known errors and workarounds.
• Develop and present regular reports on problem management activities including KPIs and trends to leadership.
• Actively participate in Agile ceremonies (sprint planning stand-ups reviews retrospectives).
• Monitor the effectiveness of implemented solutions making necessary adjustments and continuously seeking ways to improve Problem Management processes.
• Promote process excellence by researching industry best practices and leveraging AI and Predictive Intelligence functionalities within ServiceNowfor process improvement automation and optimization.

Qualifications & Desired Skills:

• Bachelors degree in Computer Science Information Technology or a related field (or equivalent experience).
• Minimum of 5 years of hands-on experience in Incident and Problem Management roles preferably within the automotive manufacturing domain.
• ITIL Foundation/Expert certification is highly preferred.
• Proven track record in managing major incidents and problems in multi-vendor geographically dispersed environments.
• Experience using ITSM tools such as ServiceNow Remedy or other incident management strongly preferred.
• Strong understanding of technical infrastructure (networking storage cloud databases).
• Excellent communication organizational business analysis presentation critical thinking and problem-solving skills.
• Ability to multitask lead process improvement initiatives and collaborate effectively with diverse teams and stakeholders.
• Experience with data analysis and reporting tools.
• Experience in Global Command Center environments.
• ServiceNow Performance Analytics experience.

You may not check every box or your experience may look a little different from what weve outlined but if you think you can bring value to Ford Motor Company we encourage you to apply!

As an established global company we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe or keep you close to home Will your career be a deep dive into what you love or a series of new teams and new skills Will you be a leader a changemaker a technical expert a culture builderor all of the above No matter what you choose we offer a work life that works for you including:
Immediate medical dental vision and prescription drug coverage
Flexible family care days paid parental leave new parent ramp-up programs subsidized back-up child care and more
Family building benefits including adoption and surrogacy expense reimbursement fertility treatments and more
Vehicle discount program for employees and family members and management leases
Tuition assistance
Established and active employee resource groups
Paid time off for individual and team community service
A generous schedule of paid holidays including the week between Christmas and New Years Day
Paid time off and the option to purchase additional vacation time.

This position is a salary grade 8 and ranges from $.

For more information on salary and benefits click here: sponsorship is not available for this position.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race religion color age sex national origin sexual orientation gender identity disability status or protected veteran the United States if you need a reasonable accommodation for the online application process due to a disability please call 1-.

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