Purpose of Role:
The primary purpose of this role is to define, build, implement, and lead a team in one or more Technology Service Management processes, and provide ongoing monitoring and maintenance to ensure these processes meet business needs. This includes responsibility for changing the way IT personnel do their work, daily, and affect the performance of the IT organization.
This role provides functional leadership by coaching and mentoring teammates and directing work activities. Individuals in this role may be required to be on call and/or work alternate schedules to meet the needs of the enterprise.
Facilitates root cause analysis of Major and business-impacting incidents and drives actions to improve availability, manageability, and stability
Identifies and communicates (to Technology leadership) organizational and procedural problems that have the potential to negatively impact the quality of IT Services and takes initiative to address these risks
Works independently in close collaboration with peers and leadership across Technology to address complex Technology problems
Utilizes various root cause methodologies to drive root cause analysis of business-impacting incidents, including identification of corrective and preventative actions
Provides direction, coaching and work assignments to more junior level ITSM Analysts to ensure process is executed effectively
Participates in the development of strategy and roadmap for Problem Management
- Bachelor’s Degree in Computer Science, Information Science, or related field
- 4+ years’ experience in Information Technology
- 4+ years’ experience in planning, designing, implementing or supporting ITSM processes within a designated process area.
- 4+ years’ experience working with cross-functional teams
- 4+ years’ experience leading projects
8 years of IT experience
Experience with ITSM toolset (e.g., Remedy Smart IT, Service Now, etc.)
Experience managing the work of others, with or without direct report responsibility
Experience applying root cause methodologies in the problem management space
Experience summarizing and communicating technical and business information to all levels of the organization
ITIL foundations certification
Experience working within an IT Infrastructure Library (ITIL) framework
Experience working closely with DevOps and/or Agile development teams
Technology Operations experience
Experience working with third-party IT vendors and/or software/hardware suppliers
Experience writing technical documentation or standard operating procedures related to IT technical support or deployment
Experience developing and delivering IT process metrics and reporting
Experience performing continuous improvement of processes and services
Experience working in a large matrixed organization
Lowe’s Companies, Inc. (NYSE:
LOW) is a FORTUNE® 50 home improvement company serving approximately 18 million customers a week in the United States and Canada. With fiscal year 2019 sales of $72.1 billion, Lowe’s and its related businesses operate or service more than 2,200 home improvement and hardware stores and employ approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports its hometown Charlotte region and all communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com.
About Lowe’s in the Community
As a FORTUNE® 50 home improvement company, Lowe’s is committed to creating safe, affordable housing and helping to develop the next generation of skilled trade experts through nonprofit partnerships. Across every community we serve, Lowe’s associates donate their time and expertise through the Lowe’s Heroes volunteer program. For the latest news, visit Newsroom.Lowes.com or follow @LowesMedia on Twitter.