Incident and Request Analyst

Role Overview: Rockwell Automation is seeking an IT Analyst to enhance the existing IT incident and request processes, focusing on improving customer experience, performance optimization, and cost reduction. As the IT Analyst, you will collaborate with various stakeholders to drive continual service improvement and elevate the service management experience at Rockwell, benefiting both business users and IT. Key Responsibilities: - Ensure compliance and governance across incident and request processes by defining KPIs, conducting reviews, documenting procedures, and providing training - Implement a multi-year CSI strategy aligned with a maturity model to enhance incident and request processes - Collaborate with the data analytics team to generate reports for IT support teams, IT leadership, and business stakeholders, showcasing service performance, enhancements, and improvement opportunities - Enhance speed and accuracy of issue resolution while preventing future escalations - Engage with Service Desk, business stakeholders, capability teams, and leadership to streamline operations, minimize disruptions, deliver requested services seamlessly, and enhance customer satisfaction - Act as an ITSM ambassador to educate and coach IT support teams on the service lifecycle, emphasizing value and customer experience - Break down silos across IT processes, such as incident, request, change, problem, knowledge, event, and asset management - Identify and implement automation opportunities within incidents and the service catalog - Support other ITSM processes as required - Perform additional duties as assigned Qualifications Required: - Bachelor's Degree in IT, MIS, or a related field - ITIL Foundations V3 or V4 Certification with knowledge of the ITIL Service Lifecycle - Proven experience in continual service improvement (ITIL CSI Certification desirable) - Minimum 5 years of experience managing Service Desk, IT incidents, requests, or problems in a global organization - Proficiency with ITSM tools and managing processes across multiple vendors and service providers, including tool integrations - Competency in data analytics Additional Company Details: Rockwell Automation offers a comprehensive benefits package, including mindfulness programs, volunteer paid time off, donation matching, employee assistance programs, personalized wellbeing initiatives, and professional development resources. The company is committed to fostering a diverse, inclusive, and authentic workplace. In line with its hybrid policy, employees are expected to work at a Rockwell location on Mondays, Tuesdays, and Thursdays, unless business obligations require otherwise.,