Job Description

About 3M Technology Center of Excellence (TCOE)The team in India will enable 3M Company to further expand internal capabilities in Digital, Infrastructure & Applications, Data & Analytics, and IT Operational Excellence. The 3M Technology Center of Excellence will enable 3M to advance innovation at a faster pace, drive our digital transformation, and help define what\xe2\x80\x99s next: our new products, solutions, and ideas to improve lives around the world.Senior Analyst - IT Service DeliveryExperience: 5 to 8 years.EMEA / APAC rotational (with possibility of weekend working or late hours, only on call support):

• Analyze Data and create Reports for Service Management KPIs and performance, e.g. Incident Management, Problem Management and Change Management.
• Identify process gaps and follow up on mitigation.
• Support IT Service Reviews and Continuous improvement activities.
• Escalation Management of Major Incidents as part of a weekly on-call rotation.
• Coordinate Problem Management activities for Major Incidents (Post Event Activities)
• Provide training and support on the ITIL v4 Service Management Framework, 3M service management processes and service metrics.

• ITIL V4 Foundations certified.
• ITSM, Service Management.
• Possess an associate degree or higher from an accredited institution (completed and verified prior to start).
• 5 + years of experience leading/managing ITIL Incident management, change management, problem management for application and/or infrastructure services.
• Excellent written and verbal communication skills in English with the ability to effectively tailor communication of technical issues to various audiences.
• Excellent Knowledge on common IT Tools like MS Office, Excel, OneNote, Teams, etc.
• Self-starter with flexibility and high energy to meet the needs of a demanding business and IT environment.
• Data Analysis skills including interpretation and visualization of IT Service data.
• Knowledge of a Service Management Tool Suite, preferred ServiceNow.
• Incident management bridge
• Escalation Management of Major Incidents as part of a weekly on-call rotation.
• Coordinate Problem Management activities for Major Incidents (Post Event Activities)

• Bachelor\'s degree or higher from an accredited university in Computer Science or MIS. (Bachelors of Engineering or Master in Computers or IT).
• Knowledge of Project Management, Lean/Agile, Six Sigma
• Demonstrated ability to drive change through influence.
• Ability to multi-task with outstanding organizational skills.

3M Technology Center of Excellence (TCOE)