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ITSM Analyst

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Location: Plano, TX, United States -
Job ID: 1108226
Corporate Positions
Job Type: Full-Time
Date Updated: Jan 27, 2022

Title – ITSM Analyst - Technology Enterprise Services 

The ITSM Analyst will report to the manager of IT Service Management in our Technology Enterprise Services organization.  This role is responsible for driving efficiency and quality of service from our Service Desk vendor - supporting Store, Field, and Home Office associates with individual and enterprise incident management.

Primary Responsibilities:

  • Work closely with vendor partners to ensure managed service support expectations are achieved
  • Conduct timely analysis to identify call trends and work with support partners to develop solutions
  • Ensure support escalations are performed and communicated appropriately
  • Audit support incidents for quality, timeliness, and documentation accuracy on periodic basis to confirm solutions meet business needs and SLAs
  • Review Knowledge Article repository for accuracy and completeness
  • Engage with engineering/support teams to confirm existing articles are up to date and new articles are created as needed
  • Coordinate and facilitate triage teams involved in supporting Major Incident (Crisis) Management (on call duties required)
  • Drive Major Incident triage calls to resolution, maintaining a focus on urgency and impact remediation
  • Provide senior leadership and stakeholders with timely, informative communication pertaining to Major Incident status, next action, and resolution

Core Competencies & Accomplishments:

  • Experience in enterprise support role – application and/or infrastructure
  • Working knowledge of the Remedy ITSM Platform or other similar ITSM tool
  • Strong written and verbal communication and facilitation skills
  • Ability to manage multiple activities and prioritize efforts effectively across a global workforce
  • Ability to guide, teach, coach others
  • Demonstrable experience supporting Knowledge Management ITIL processes
  • Strong critical thinking and problem solving skills
  • Broad technical experience supporting various platforms and technologies
  • Strong work ethic and willingness to assist with off hours issues and support needs

What you get:

We offer a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match, and an associate discount on JCPenney merchandise.

 About JCPenney: 

JCPenney proudly serves customers at more than 650 stores across the United States and Puerto Rico, and at the Company’s flagship store, jcp.com. JCPenney is one of the nation’s largest retailers of apparel, home, jewelry, and beauty merchandise with a growing portfolio of private and national brands. Guided by the Golden Rule, JCPenney employs more than 60,000 associates worldwide and has served customers for over 119 years, playing a vital role in the communities it serves. For additional information, please visit jcp.com and follow JCPenney on FacebookInstagram, and Twitter. 

 For more opportunities to join our team please visit our careers page. 


Job Title: ITSM Analyst
Location: Plano, TX, United States -
Job ID: 1108226

J.C. Penney Company Inc.
Plano, Texas

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