10547 - IT Service Management (ITSM) Analyst in Irvine, California at Hyundai Autoever America

10418 - IT Service Management (ITSM) Analyst
Location: Irvine, CA 92614 (5 days on-site)

Company Overview

Hyundai AutoEver America (HAEA) is the dynamic IT powerhouse behind Hyundai Motor Corporation, a Fortune 500 global leader in the automotive industry. As a key affiliate, we provide cutting-edge IT services and support to top brands including Kia, Genesis, Hyundai Translead, Hyundai Mobis, Hyundai Capital, and Glovis.

HAEA offers a truly global and collaborative environment. Here, you’ll drive innovation, boost operational efficiency, and help shape the future of mobility for the Hyundai Motor Group.

At HAEA, we understand that IT is the cornerstone of today’s fast-evolving digital world. By uniting all IT resources under one roof, we deliver consistent, top-quality solutions while serving as the crucial information link between Hyundai’s Global Headquarters and North American operations.

If you’re passionate about technology and eager to make a real impact at a world-class company, Hyundai AutoEver America is the place to grow your career. Join us and be part of the transformation that’s driving the future of automotive innovation.

Website: http://www.haeaus.co

What you will be doing:

The selected IT Service Management (ITSM) Business Analyst will be responsible for leading and supporting IT
service management processes, ensuring alignment with best practices and business needs. The ideal candidate will also serve as technical lead for project initiatives related to Service Management. This role involves working closely with IT teams, service owners, and stakeholders to improve service delivery, monitor performance, communicate status and maintain compliance with established standards. You will play a key
role in driving continuous improvement, analyzing performance metrics, and facilitating
the implementation of ITIL-based practices including:

Process Management:

• Develop, implement, and maintain ITSM processes, including Incident Management, Problem Management, Change Management, Service Request Management, and Knowledge Management.
• Ensure processes are adhered to and optimized for efficiency and effectiveness.
• Possess a conceptual understanding of Infrastructure, Middleware, Database, Applications, and InfoSec combined with deeper known experience with one of the four disciplines.
• Understand, develop, modify and maintain pertinent documentation.

Service Performance Monitoring:

• Monitor IT service performance through key metrics and SLAs (Service Level Agreements).
• Generate regular reports and dashboards to track service health, trends, and areas for improvement.
• Analyze the root causes of service disruptions and recommend solutions to section manager and related stakeholders.

Change and Incident Coordination:

• Coordinate and manage the Change Advisory Board (CAB) and ensure proper assessment of risks, impacts, and approvals for IT changes.
• Act as point of escalation for major incidents, ensuring timely resolution and communication.
• Schedule weekly calls to review all changes with change implementors, infrastructure, application and security owners.

Continuous Improvement:

• Identify opportunities for process improvements and work with IT teams to implement enhancements.
• Conduct regular process reviews and audits to ensure compliance with ITSM policies.
• Audit response preparation and collaboration with multiple teams
• Contribute to Root Cause Analysis (RCA) and Risk Acceptance development as assigned

Technical Lead:

• Lead technical support, including but not limited to MAC (moves, adds, changes) related to Audio Visual, Telecom, Phone setups (e.g. Cisco, MS Teams, etc.).
• Lead troubleshooting, problem resolution and continuous improvements to meet target KPIs.
• Assist with onboarding and offboarding tailored to major affiliates.
• Lead project initiatives for technical disciplines.
• Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
• Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining
• results. Networks with key contacts outside own area of expertise.
• Escalate as needed to address business need when determined to be out of scope of position responsibility.
• Determines methods and procedures on new assignments and may coordinate activities of other personnel.

What we require from you:

• Bachelor's degree in IT, Computer Science, Business, Management or equivalent experience of 10+years of experience in IT service management or a related IT role.
• Experience in implementing or optimizing ITSM processes including experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
• Conceptual understanding of JIRA or another equivalent tool.
• Strong understanding of ITIL principles and practices; ITIL v3/v4 Foundation or higher certification is preferred.
• Ability to create and develop Run Books, DWIs, SOPs, RASCI (R&Rs), RCAs
• Excellent analytical and problem-solving skills. #Strong communication and interpersonal skills for effective stakeholder engagement.
• Ability to manage multiple priorities and work in a fast-paced environment.
• Experience with data analysis and report generation.
• Occasional on-call support may be required.

Salary Range: $110,000 to $130,000

Team Culture: 
Our team thrives on collaboration, innovation, and continuous learning. We foster a supportive environment where every member is encouraged to share ideas and contribute to problem-solving. We value:

• Passion for Technology: We are enthusiastic about emerging technologies and their potential to transform the automotive industry.
• Agility: We work in an agile environment, adapting quickly to changes and continuously improving our processes.
• Teamwork: We believe in the power of teamwork and collaboration, supporting each other to achieve common goals.
• Growth: We prioritize personal and professional growth, offering opportunities for learning and development.
• Inclusivity: We maintain an inclusive culture where diverse perspectives are valued and everyone feels welcome.