Senior IT Service Management AnalystRequisition Number: 9440
Posting Date: 06/Dec/12
Area of Interest: Information Technology
Job Title: Senior IT Service Management Analyst
Intern/Coop/Student Term:
City/Town: Malta
State/ Province/ Region: New York
Country: United States
Job Description: GLOBALFOUNDRIES is the world's first full-service semiconductor foundry with a truly global manufacturing and technology footprint. Launched in March 2009 through a partnership between AMD [NYSE: AMD] and the Advanced Technology Investment Company (ATIC), GLOBALFOUNDRIES provides a unique combination of advanced technology, manufacturing excellence and global operations. With the integration of Chartered in January 2010, GLOBALFOUNDRIES significantly expanded its capacity and ability to provide best-in-class foundry services from mainstream to the leading edge.
GLOBALFOUNDRIES is headquartered in Silicon Valley with manufacturing operations in Singapore, Dresden, and a new leading-edge fab under construction in Saratoga County, New York. These sites are supported by a global network of R&D, design enablement, and customer support in Singapore, China, Taiwan, Japan, the United States, Germany, and the United Kingdom.
For more information on GLOBALFOUNDRIES, visit
Job Summary:
We are currently looking for a highly-motivated, dependable, and experienced IT Service Management Analyst to join our Organization. You will be responsible for design, implementation, IT processes aligned to ITILv3 and the supporting ITSM tools. Extensive knowledge in ITILv3 as well as technical Skill for Windows, Unix, AD, IIS, Databases (Oracle, SQL Server), Clustering, Network and .NET is required. Must have strong methodic skills and experience in 1st and 2nd level IT support organization as well as in managing IT projects.
Specific Responsibilities Include:
. Establish maintain and improve IT processes based on results of an global ITSM Process Alignment Project, Focus on:
o Incident Management
o Problem Management
o Change Management
o Request Fulfillment
o Event Management
o Asset & Configuration Management
o Service Desk Functions
o Service Level Management
. Implementation and Training Support for the usage of an enterprise ITSM System to support all this processes
o Configuration, Setup, System Maintenance
o User Support
. Defining and Maintaining Interfaces between System Monitoring for Data Center, Network and critical Applications (Manufacturing & Business) to Event Management and other IT Processes
. KPI reporting to the SDM Organization according to global standards and local requirements
. Work on Service Improvement Programs
. Role of the Incident Manager for US IT, which includes:
o Process Owner for Incident Management and Problem Management Process in US
o Quality Assurance for 1st. Level Incident Management
o Interfaces to other Processes (Event Management, Problem Management, Request Fulfillment)
o Support Resolution of critical Incidents
. Potential for Role of the Service Desk Manager for US IT
. Supporting Concepts, Engineering and Implementation for extended usage of ITSM system
o For direct business support of non-IT Service Organizations (e.g. HR Service Center, .)
. Regular report to Service Manager / Manager GOC
. Work collaboratively with other staff.
Required Qualifications:
. BS in Computer Science or related field,
. 5+ years experience in IT Service Management.
. Effective verbal and written communications skills.
. Experience in mission-critical operations, ideally within a 24x7 large scale distributed and clustered environment.
. Excellent technical documentation skills
Preferred Qualifications:
. Working knowledge in the Semiconductor industry, specifically the Semiconductor Foundry industry
. Experience in high-volume manufacturing environments
. Inter Cultural Experience
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