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IT Leader, Service Analytics

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Date: Apr 6, 2021

Location: Charlotte, NC, US, 28216 Painted Post, NY, US, 14870

Company: Corning

Requisition Number: 45227


Corning is one of the world’s leading innovators in materials science. For more than 160 years, Corning has applied its unparalleled expertise in specialty glass, ceramics, and optical physics to develop products that have created new industries and transformed people’s lives.

Corning succeeds through sustained investment in R&D, a unique combination of material and process innovation, and close collaboration with customers to solve tough technology challenges.

The global Information Technology (IT) Function is leading efforts to align IT and Business Strategy, leverage IT investments, and optimize end to end business processes and associated information integration technologies.  Through these efforts, IT helps to improve the competitive position of Corning's businesses through IT enabled processes.  IT also delivers Information Technology applications, infrastructure, and project services in a cost efficient manner to Corning worldwide.

Scope of Position:  Corning Inc seeks to improve the way we manage our Service Delivery organization through providing stakeholders with timely access to reliable performance metrics and IT data analytics that can be used to manage day-to-day performance, drive strategic decisions and improve the overall quality of IT products and services. Corning is seeking a leader for the Service Analytics team.

Roles & Responsibilities:   

  • Develop and implement strategic roadmap to measure IT services and align Corning IT with industry best practice
  • Lead the metrics team in the design, configuration, management, control, training and communication of the processes and systems responsible for measuring and reporting IT data, including but not limited to performance metrics, SLA/OLA calculations, service provider penalties/waivers, IT inventory, creating ServiceNow dashboards, etc.
  • Develop strategy to enhance current reports and dashboards to meet the needs of IT to manage day-to-day and future operations
  • Develop executive dashboards and summary scorecards to multiple levels of leadership
  • Coordinate with Process Managers, Performance Leads, Service Owners, Service Providers and Tower Leads to create or refine process and service metrics
  • Periodically conduct maturity assessments/internal audits to measure process performance and identify improvement opportunities
  • Develop, implement, and monitor metrics for process effectiveness, adoption, efficiency, and outputs in alignment with industry benchmarks
  • Fully utilize ITSM systems/processes and specialized techniques for continuous improvement (e.g., Kaizen, Six Sigma, Total Quality Management)
  • Other duties as requested

Education Requirements:

  • Bachelor’s in Business Management, Information Technology, Financial Management or similar relevant field
  • 5+ years developing ITIL metrics and dashboards

Required Skills:

  • Expert in IT analytics
  • Experience with IT Service Management and ITIL and ITSM tools
  • Experience with database design & technologies
  • Experience with dashboards and automation of IT analytics
  • Effective organization, and planning skills, with ability to handle changing priorities
  • Project Management skills
  • Excellent communications, interpersonal and influencing skills
  • Must be a self-motivated, able to work in team environment and motivate others
  • Self-confident, results-oriented, persuasive, and influential
  • Excellent communication and interpersonal skills
  • High attention to detail and capable of seeing patterns in data
  • Strategic mindset

Desired Skills:

  • ITIL Certification
  • Six Sigma Certification
  • Experience with ServiceNow Performance Analytics
  • Experience with reporting related to inventory management, SLAs and CMDBs
  • Project Management skills
  • Analytically minded.

Travel: Up to 25% travel

This position does not support immigration sponsorship.

We prohibit discrimination on the basis of  race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, or veteran status or any other legally protected status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Nearest Major Market: Charlotte