A Day in Your Life at MKS:
As an ITSM Analyst at MKS, you will partner with global IT teams, internal business stakeholders, and service providers to execute and support core IT Service Management (ITSM) processes, including Incident, Request, Change, and Problem Management. In this role, you will report to the ITSM Lead and play a key part in ensuring service stability, operational efficiency, and positive end-user experiences.
You Will Make an Impact By:
- Supporting and maintaining ITIL-aligned ITSM governance across core processes including Incident, Request, Change, and Problem Management.
- Executing and maintaining ITSM process workflows, ensuring procedures, controls, and documentation remain current, accurate, and aligned with best practices.
- Working closely with IT fulfillers, service owners, and technical teams to reinforce process adherence, clarify roles and responsibilities, and promote consistent execution.
- Participating in continuous improvement initiatives by identifying process gaps, inefficiencies, and improvement opportunities based on operational data and trends.
- Supporting major incident and problem management activities, including coordination, documentation, followups, and contribution to root cause analysis (RCA).
- Collecting, analyzing, and reporting on ITSM metrics, KPIs, and SLA performance, and assisting in the creation of dashboards and operational insights to measure service health.
- Supporting Change Management and CAB activities, including change record quality checks, risk validation, scheduling coordination, and postimplementation reviews.
- Maintaining high-quality process documentation, knowledge articles, and standard operating procedures (SOPs) to enable consistent service delivery.
Skills You Bring:
- Bachelor's degree in Information Technology, Computer Science, Engineering, or related field (or equivalent practical experience).
- ITIL Foundation (v3 or ITIL 4) preferred or willingness to obtain.
- 3+ years of experience in IT Service Management, IT Operations, or Service Desk environments.
- Working knowledge of ITIL processes, including Incident, Request, Change, and Problem Management.
- Experience collaborating with IT fulfillers and resolver groups to ensure process compliance and effective service delivery.
- Ability to track, analyze, and interpret ITSM metrics and KPIs (e.g., SLA adherence, incident trends, change success rates).
- Hands-on experience with ServiceNow or similar ITSM platforms, including ticket lifecycle management and reporting.
- Strong written and verbal communication skills, with the ability to document processes and communicate effectively across technical and non-technical teams.
Preferred Skills:
- Experience supporting major incidents or high-severity events in a global environment.
- Familiarity with CAB processes and change governance.
- Experience using ITSM metrics, dashboards, SLAs, and KPIs.
- Experience with RCA methodologies and problem management practices.
Supervisory Scope:
- Reporting Relationships: Individual contributor role with no direct reports.
- Financial Responsibilities: None.
Physical Demands and Working Conditions:
- Primarily a hybrid role between office (3 days) and remote (2 days).
- Prolonged periods of sitting and working at a computer.
- Ability to participate in meetings across global time zones as needed.
- May be required to support high-severity incidents outside standard business hours on a rotational or on-call basis.
