Hyundai Autoever America
10330 – IT Service Management Analyst I
Hyundai Autoever America, Fountain Valley, California, us, 92728
Overview
10330 – IT Service Management Analyst I Location – Fountain Valley, CA (100% onsite) About Us
Hyundai AutoEver America (HAEA) was established by Hyundai Motor Group, a Fortune Global 500 Company, as an automotive information technology organization, committed to providing world-class technology services to the Hyundai Motors family of companies throughout North America. We are seeking an early career (1-3 years of exp.) IT Service Management Analyst to manage and support our IT service management processes, ensuring alignment with best practices and business needs. This will be a 100%, 5-day-a-week on-site role in our Fountain Valley, CA office. What You Will Be Doing
This role involves working closely with IT teams, service owners, and stakeholders to improve service delivery, monitor performance, and maintain compliance with established standards. The ITSM Analyst plays a key role in driving continuous improvement, analyzing performance metrics, and facilitating the implementation of ITIL-based practices. This role will also handle projects for improvements and as deemed necessary. Responsibilities
Change Coordination: Coordinate and assist in leading the Change Advisory Board (CAB) and ensure proper assessment of risks, impacts, and approvals for IT and Security changes.
Change Coordination: Schedule weekly calls to review all changes with change implementors, infrastructure, application, CCS, CCoE and security owners.
Service Desk: Monitor ticket queues to ensure timely resolution and adherence to SLAs.
Service Desk: Follow up with users to ensure issue resolution, providing excellent customer service throughout the support process.
Service Desk: Lead escalation of issues to Tier 2 or 3 support or other IT teams as appropriate, ensuring clear documentation and communication.
Service Desk: Facilitate escalation for major incidents, ensuring timely resolution and communication.
Service Desk: Create and maintain detailed documentation, including ticket notes, support guides, and FAQs.
Service Desk: Assist with onboarding and offboarding processes.
Service Desk: Maintain awareness of common issues and trends to identify recurring problems and contribute to root cause analysis, corrective actions and continuous improvement.
Analysis and Continuous Improvement: Identify opportunities for process improvements and work with IT teams to implement enhancements.
Analysis and Continuous Improvement: Assist in conducting regular process reviews and audits to ensure compliance with ITSM policies.
Analysis and Continuous Improvement: Assist in Root Cause Analysis (RCA) and Risk Acceptance development as assigned.
Analysis and Continuous Improvement: Assist in developing process documentations, guides, SOPs.
Analysis and Continuous Improvement: Assist in creating reports, dashboards and analyzing results for process improvement.
Project Management: Assist on project planning, scheduling, tracking progress and documenting project activities.
Project Management: Coordinate communication with stakeholders.
Project Management: Identify potential risks and develop mitigation strategies.
Project Management: Ensure project deliverables are met.
Requirements
1+ years of experience in a service desk, or IT Service Management, or IT Project Management.
Associate or Bachelor’s degree in IT, Computer Science, or related field.
Proficient in using ticketing systems such as ServiceNow, Zendesk, Jira Service Management, or similar.
Strong analytical and problem-solving skills with attention to detail.
Excellent verbal and written communication skills.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Strong customer service orientation.
Onsite 5 days a week.
Preferred Qualifications
IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate.
Certified Associate in Project Management (CAPM).
Familiarity with Windows, Microsoft Office 365, and basic networking.
Experience with remote support tools and endpoint management platforms.
Familiarity with Asana.
Highly desirable to have Power BI or related analytics technologies.
Salary Range - $72,940 - $104,302
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10330 – IT Service Management Analyst I Location – Fountain Valley, CA (100% onsite) About Us
Hyundai AutoEver America (HAEA) was established by Hyundai Motor Group, a Fortune Global 500 Company, as an automotive information technology organization, committed to providing world-class technology services to the Hyundai Motors family of companies throughout North America. We are seeking an early career (1-3 years of exp.) IT Service Management Analyst to manage and support our IT service management processes, ensuring alignment with best practices and business needs. This will be a 100%, 5-day-a-week on-site role in our Fountain Valley, CA office. What You Will Be Doing
This role involves working closely with IT teams, service owners, and stakeholders to improve service delivery, monitor performance, and maintain compliance with established standards. The ITSM Analyst plays a key role in driving continuous improvement, analyzing performance metrics, and facilitating the implementation of ITIL-based practices. This role will also handle projects for improvements and as deemed necessary. Responsibilities
Change Coordination: Coordinate and assist in leading the Change Advisory Board (CAB) and ensure proper assessment of risks, impacts, and approvals for IT and Security changes.
Change Coordination: Schedule weekly calls to review all changes with change implementors, infrastructure, application, CCS, CCoE and security owners.
Service Desk: Monitor ticket queues to ensure timely resolution and adherence to SLAs.
Service Desk: Follow up with users to ensure issue resolution, providing excellent customer service throughout the support process.
Service Desk: Lead escalation of issues to Tier 2 or 3 support or other IT teams as appropriate, ensuring clear documentation and communication.
Service Desk: Facilitate escalation for major incidents, ensuring timely resolution and communication.
Service Desk: Create and maintain detailed documentation, including ticket notes, support guides, and FAQs.
Service Desk: Assist with onboarding and offboarding processes.
Service Desk: Maintain awareness of common issues and trends to identify recurring problems and contribute to root cause analysis, corrective actions and continuous improvement.
Analysis and Continuous Improvement: Identify opportunities for process improvements and work with IT teams to implement enhancements.
Analysis and Continuous Improvement: Assist in conducting regular process reviews and audits to ensure compliance with ITSM policies.
Analysis and Continuous Improvement: Assist in Root Cause Analysis (RCA) and Risk Acceptance development as assigned.
Analysis and Continuous Improvement: Assist in developing process documentations, guides, SOPs.
Analysis and Continuous Improvement: Assist in creating reports, dashboards and analyzing results for process improvement.
Project Management: Assist on project planning, scheduling, tracking progress and documenting project activities.
Project Management: Coordinate communication with stakeholders.
Project Management: Identify potential risks and develop mitigation strategies.
Project Management: Ensure project deliverables are met.
Requirements
1+ years of experience in a service desk, or IT Service Management, or IT Project Management.
Associate or Bachelor’s degree in IT, Computer Science, or related field.
Proficient in using ticketing systems such as ServiceNow, Zendesk, Jira Service Management, or similar.
Strong analytical and problem-solving skills with attention to detail.
Excellent verbal and written communication skills.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Strong customer service orientation.
Onsite 5 days a week.
Preferred Qualifications
IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate.
Certified Associate in Project Management (CAPM).
Familiarity with Windows, Microsoft Office 365, and basic networking.
Experience with remote support tools and endpoint management platforms.
Familiarity with Asana.
Highly desirable to have Power BI or related analytics technologies.
Salary Range - $72,940 - $104,302
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