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it process event and metrics process analyst
date: mar 18, 2025
company: corning
requisition number: 67501
corning is vital to progress – in the industries we help shape and in the world we share.
we invent life-changing technologies using materials science. Our scientific and manufacturing expertise, boundless curiosity, and commitment to purposeful invention place us at the center of the way the world interacts, works, learns, and lives.
this role offers an opportunity to contribute to our strategic direction, drive improvement in our it services, integration of ai into our event management process and demonstrate the business value of our it efforts.
our team’s mission is to provide best practices across our processes and tools to minimize non-value-add work, enabling it to run like a business and deliver improved services to our internal customers. In support of that mission, we utilize an itil framework for the delivery of it service management, including incident, request, change, problem, knowledge, sacm, service catalog, and event management.
an it process analyst is accountable for the ongoing operational / day-to-day management of one or more defined it service management processes, under the supervision of, and reporting to, the process owner. The process primarily in scope for this role is event management, with an additional focus on itsm process metrics both operational and business value metrics.
key responsibilities
* design, implement, maintain, measure, and improve it processes to ensure best practice adherence and efficient delivery of it services to internal customers under the supervision of a process owner.
* collaborate with servicenow engineers and architects to integrate ai and machine learning technologies into it event management, enhancing efficiency and predictive capabilities.
* accountable for ongoing operational management of event management, including:
o ensuring that all activities are carried out as required throughout the service lifecycle.
o maintenance of existing process knowledge across multiple mediums.
o develop and update online elearning material.
o monitoring of shared mailbox, messaging channels, and maintenance of internal sites.
o integrate new element managers with servicenow event management working directly with element manager owners & operational leads, servicenow support, and mulesoft support ensuring all activities are carried out as required for a successful integration.
o review cost/benefit and relevancy for integration.
o create test scripts, conduct testing sessions, and capture testing results in testing software (alm).
o manage a ticket queue, ensuring that alerts without a bound ci are being redirected, assessing requests/questions regarding event management.
o participate in assigned projects/improvement efforts, acting as the subject matter expert for the event management process.
o collaborate with the itsm tools technical team.
o collaborate with process owners, it teams, and it stakeholders to align metrics with both operational and business goals and objectives.
education
* minimum of 5 years relevant operational and/or process experience.
* ba/bs, associate degree or equivalent professional experience.
experiences
* excellent verbal and written communication skills with high- to native-level proficiency in english.
* familiarity with ticketing tools/systems and ticket queue management.
* quick learner, able to adapt to a changing environment.
* outstanding interpersonal skills and the ability to influence, lead, and collaborate well with others.
* effective listening skills: ability to understand what someone needs or is asking for (or what questions to ask to gain that information) even if they have not communicated that information clearly.
* strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy to use data to drive solutions.
* demonstrated effectiveness in problem identification and problem-solving.
* experience in developing or delivering improvements to process design.
* project leadership aptitude, including the ability to achieve results in a matrixed, global environment.
* able to perform the listed responsibilities with a high level of independence and little oversight once sufficiently trained.
* able to identify when further input by the process owner may be needed.
corning puts you first!
we are committed to supporting your health, financial, career development, and life goals as you grow professionally and personally to achieve your highest potential. All benefits begin as soon as you start your career at corning.
* our monetary peer-to-peer recognition program is tied to our values and celebrates you and your colleagues’ contributions.
* health and well-being benefits include medical, dental, vision, paid parental leave, mental health/substance use, fitness, and disease management programs.
* companywide bonus and attractive short- and long-term compensation programs are available based on your role and responsibilities.
* professional development programs help you grow and achieve your career goals.
we will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To request an accommodation, please contact us at accommodations@corning.com.
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