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IT Quality Analyst - End User Services

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Date: May 12, 2021

Location: Painted Post, NY, US, 14870

Company: Corning

Requisition Number: 46177

 

 

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 Incorporated focuses on building a diverse global workforce where differences are celebrated, and employees feel safe bringing their “whole selves” to work. Our Diversity Network hosts 18 active and distinctive Employee Resource Groups. Employees have access to Allyship resources, podcasts, an internal video channel, digital learning series and trainings, all focused on building and celebrating global diversity and inclusion. Corning has been recognized as a leader in this regard and has been consistently recognized as a national employer of choice.

 

SCOPE/PURPOSE OF POSITION:

  • Corning Inc seeks to improve the way we manage our End User Services (EUS) and Service Management organization through providing staff and 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 services.

 

ROLES AND RESPONSIBILITIES:

  • Develop and implement strategic roadmap to measure IT services within End User Services, align with Corning IT and industry best practice
  • Develop scorecards to measure performance and drive analyst improvement
  • Review, and report on themes contained in IT Feedback Reports, alert leaders to Customer Follow-ups so they can be actioned in a timely fashion
  • Develop/refine ticket audit process to drive improvements, individual results to be included in scorecards
  • Develop strategy to enhance current queries, reports and dashboards to meet the needs of EUS to manage day-to-day and future operations
  • Perform query and report refinement to meet the goals of the organization
  • Observe and report on ticket trends, reasons for trends
  • Increases in ticket volume related to specific applications or services (is there an issue, regional/global, MI warranted), is it seasonal, project related, etc.
  • Provide forecasting input based on ticket and call history trends (month/day of week/time of day)
  • Develop, implement, and monitor metrics for process effectiveness, adoption, efficiency, and outputs in alignment with industry benchmarks
  • Perform deep dive ticket analysis, ad-hoc query and reporting as requested
  • Ability to create Power BI dashboards and ServiceNow analytics to provide insight and achieve goals of the organization
  • Other duties as assigned

 

EDUCATION REQUIREMENTS

  • Minimum of associates degree in relevant field; Bachelor’s preferred. Bachelor’s in Business Management, Information Technology, Financial Management or similar relevant field

 

WORK EXPERIENCE

  • Minimum of 5 years operational experience 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 Incidents, Tasks, SLAs and CMDBs
  • Project Management skills
  • Analytically minded.

 

TRAVEL

  • 10-15%

 

This position does not support immigration sponsorship.

 

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.

 

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

 


Nearest Major Market: Corning