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ITSM Analyst, Problem Management

Remote

Posted November 20, 2022

Hyatt Hotels Corporation
Chicago, IL
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About This Job

Description

The analyst will be responsible for the execution of problem management practices in accordance with the Hyatt Service Management Guidelines and work under the leadership of the ITSM Manager.

Requirements

Position Responsibilities / Essential Functions

• Drive Root cause analysis for production incidents and ensure appropriate documentation is in place.

• Collaborate with the ITSM team and maintain documentation pertaining to ITSM Processes and Guidelines using ServiceNow

• Provide guidance and training to support and technical teams on ITSM processes.

• Assist the ITSM Manager in driving Service management best-practice and process standardization.

• Identify and develop metrics and reports related to Incident, Problem, and Change Management.

• Report Incident/problem management activities to all levels of management.

• Facilitate and lead ITSM meetings, as needed.

• Demonstrate a commitment to Hyatt core values

• The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary

Qualifications

• A solid understanding of Change, Incident and Problem Management and their relationships.

• Strong writing and communication skills.

• Ability to influence associates.

• Ability to learn quickly.

• Team player.

Experience

• At least 2 years of experience working in a ITSM role in an enterprise organization.

Education

• College Degree preferred

Certificates, Licenses, Registrations

• ITIL Foundation v4 certification preferred.

Computer Skills Needed to Perform this Job

• ServiceNow tool

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About this Employer

Hyatt Hotels Corporation

150 N Riverside Plaza
Chicago, IL 60606

Telephone (312) 750-1234
Reservations (800) 233-1234

Corporate Office

careers.hyatt.com

We turn jobs into careers. Join us.

Hyatt is a leading global hospitality company guided by its purpose – to care for people so they can be their best. With more than 160,000 colleagues across more than 70 countries, we embrace all cultures, races, ethnicities, genders, sexual orientations, ages, abilities, perspectives, and ways of thinking. Our culture is one that empowers every person to be their best, and such authentic connection inspires how we care for each other and for our guests. We care for our colleagues with benefits and perks including travel perks, work-life benefits, training and upskilling opportunities, and personal wellbeing initiatives.

Hyatt's portfolio includes more than 1,150 hotel and all-inclusive properties across six continents, and the recent acquisition of Apple Leisure Group added 96 properties in 10 countries. Each of our brands provides a distinct experience, while all of our hotels deliver genuine care. This sets us apart from the competition and helps us fulfill our aspiration to be the most preferred brand everywhere we serve.

We care.

Our purpose – to care for people so they can be their best - defines us at Hyatt. We see it in the way we treat each other and our guests. It's our superpower. We channel this strength into our vision for evolving the future of hospitality. We create a culture of warmth, empathy and respect. We build connections, celebrate success and create inclusive environments, together. 

“Hyatt has a special place in my heart. When I was sick in the hospital, I received so much support from my peers at work and Human resources sent flowers along with a card. From that moment, I realized Grand Hyatt Washington was more than an employer, they were my family.” 

- Beverly, Room Attendant

We welcome you.

Being part of Hyatt means always having space to be you. We are passionate about diversity, equity and inclusion. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities and identities. We constantly strive to reflect the world we care for with teams that achieve and grow together.  

“At Hyatt, we love to connect with our guests and customers — and with each other. We host various events throughout the year, from company-wide Diversity Business Resource Group (DBRG) activities, to team-led events such as virtual breakfast clubs and happy hours.” 

- Danielle, Associate Vice President, Loyalty Finance

We open doors.

At Hyatt, there’s a home for every stage of your career. We nurture curiosity, helping you to learn new skills that support your personal and professional development. Chart your own journey by venturing into new roles, different brands and international opportunities. Here, doors are meant to be opened and horizons expanded. With us, you’ll discover a career you didn’t know existed.

We are in a time of extraordinary transformation and one of the things that people are looking forward to most is traveling. Hyatt is looking for passionate change-makers to be a part of our journey — with our digital and technology areas at the heart of where we are investing and growing.” 

- Julia, Senior Vice President, Global Head of Digital & Technology

World of Care.

World of Care is designed to address the pressing challenges faced by our colleagues, guests, owners and communities and enact meaningful change within its industry. Learn more.

Caring for the planet: 

We are committed to reducing our environmental impact and preserving our natural resources.

Caring for people:

We care for the wellbeing of our colleagues, guests, owners and communities and are committed to advancing a culture of opportunity for all.

Caring for responsible business: 

We embrace our responsibility to create fair and ethical business, both within and beyond our company and Hyatt properties.

Awards and Accolades

2022 

•    100 Best Companies to Work For – FORTUNE 

•    100 Best National Large Companies to Work For – Built-In 

•    Chicago Best Large Companies to Work For – Built-In 

•    Chicago Best Paying Companies – Built-In 

•    Best Places to Work for LGBT Equality – Human Rights Campaign 

2021 

•    100 Best Companies to Work For – FORTUNE & Great Place to Work 

•    Best Places to Work for LGBT Equality – Human Rights Campaign 

•    America’s Best Employers for Diversity – Forbes 

•    Best Places to Work – Glassdoor 

•    100 Companies that Care – PEOPLE & Great Place to Work 

•    Best Workplaces for Women – FORTUNE & Great Place to Work 

•    Best Workplaces for Millennials – FORTUNE & Great Place to Work