Service Operations Analyst

Summary Posted: Oct 18, 2023 Weekly Hours: 40 Role Number: 200507932 The people here at Apple don’t just build products— they craft the kind of wonder that has revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Imagine what you could do here. Join Apple, and help us leave the world better than we found it! At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. We are looking for Information Technology (IT) Service Operations Analysts to join our team! In this role we collaborate with technical teams on their change requests, problem records—from verifying compliance controls for Sarbarnes-Oxley (SOX) requirements, Payment Card Industry Data Security Standard (PCI DSS), and General Data Protection Regulation (GDPR)—to driving root cause analysis and problem closure. Our role is a critical part of IS&T’s continual service improvement. We work in a 16 x 7 shift support model sharing ownership of the IS&T Change Management and IS&T Problem Management programs. We provide a foundation for IT deployments, ensuring stability and integrity of IT systems, and we address the reason behind IT issues. Key Qualifications Key Qualifications 5+ years IT Service Operations experience in Change Management, Incident Management or Problem Management programs In-depth knowledge of ITSM and Information Technology Infrastructure Library (ITIL), including Incident Management, Change Management, Service Management, and Problem Management processes Experience implementing problem management or change management workflows to satisfy policy/compliance requirements Experience creating data trend analysis reports and presentations Outstanding written, oral and interpersonal communication skills Knowledge of engineering development, testing, and manual/automatic deployment processes Experience using an IT service management or Customer relationship management (CRM) system for tracking technical support cases Experience using a knowledge management system, including authoring technical support documentation Description Description - Proactively drive improvements within the IS&T organization - Monitor and respond to priority escalations for incidents, problems and change requests from - Incident, Problem and Change Management programs - Responsible for reporting key performance indicators (critical metric) and performing trend analysis on Incidents, Service Requests, Change Requests, and Problem Records - Create and distribute Executive-level reports on data trends from Incidents, Changes, Service - Requests, and Problem Management analysis - Manage and/or contribute to continuous improvement of IS&T Change Management and Problem Management programs and policies - Research, create and distribute root cause analysis reports and documentation - Holiday and on-call work hours may be required - Lead (handle) team day-to-day site operations - Provide ongoing coaching, training and feedback to team member - Handle hierarchical (management) and functional escalations Education & Experience Education & Experience Additional Requirements Additional Requirements Preferred Experience and Skills ServiceNow Incident Management, Change Management, Service Management, and Problem Management functions and processes Experience operating in an IT environment regulated by laws and industry standards (SOX, GDPR, HIPAA, PCI) ITIL Certification (Problem Management, Incident Management, Change Management) Project management certification (PMP, CAPM, PMI)