ITSM Analyst/Engineer The Mathworks
Natick, MA

Job Description

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ITSM Analyst/Engineer

Job Summary

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* Job: 19948-LLAN
* Location: US-MA-Natick
* Department: Information Technology

Do you like solving challenges in IT Operations? Do you enjoy improving how people work through the use of processes and tools?  Do you find yourself easily switching between the big picture and the details?  If so, join us!

We're a small team of analysts and engineers focused on designing and implementing processes and tools for IT and teams that develop and run our online products.  Our analysts (you), are technical and process oriented.  You will help design our cross-functional processes that will improve the way we prevent, detect and resolve issues.  You'll work with our engineers in developing features to enhance our integrated IT Toolchain.  We'll also count on you to dig into the data to help guide managers and technical staff identify process improvement opportunities.

Responsibilities

* Facilitates cross-functional process design sessions
* Designs, develops and manages ITSM processes
* Designs and configures ITSM tools (e.g. Runbook/SOP Templates, CMDB)
* Researches, analyzes, and recommends the onboarding and decommissioning of Cloud and IT Operations Tools
* Monitors process effectiveness through SLAs, and KPIs

Minimum Qualifications

* A bachelor's degree and 3 years of professional work experience (or a master's degree) is required.

Additional Qualifications

* Strong communication skills including the ability to influence and collaborate with cross-functional teams
* Strong writing skills including the ability to author process flows and requirements specifications
* Ability to author functional and technical specifications to be consumed by developers
* Solid understanding of ITIL processes (e.g. Change Management and Configuration Management)
* Experience configuring and/or administering ITSM Platforms (e.g. Cherwell, ServiceNow, Jira)
* Experience designing and developing dashboards (e.g. PowerBI, Tableau)
* Experience with data analysis

Why MathWorks?

It's the chance to collaborate with bright, passionate people. It's contributing to software products that make a difference in the world. And it's being part of a company with an incredible commitment to doing the right thing - for each individual, our customers, and the local community.

MathWorks develops MATLAB and Simulink, the leading technical computing software used by engineers and scientists. The company employs 4000 people in 16 countries, with headquarters in Natick, Massachusetts, U.S.A. MathWorks is privately held and has been profitable every year since its founding in 1984.