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Analyst II, Continual Process Improvement

4 months ago

Plano, United States CarMax Full time

A CarMax Technology Service Management (CTSM) Analyst II balances technical skills, business knowledge, troubleshooting expertise, and excellent soft skills. An Incident Analyst's primary responsibility is to manage the incident lifecycle process and ensure adherence across all levels of the organization. This includes driving guidelines for how incidents are documented, escalated, and resolved, driving changes and enhancements within ServiceNow, and influencing various IT owners and leaders regarding process improvements, shift-left initiatives, automation of processes, reduction of incidents, and increased self-service capabilities.

An ideal candidate thrives in a dynamic fast-paced environment and has a background in data analysis, continual improvement, shift-left initiatives, and incident management process and across a large organization. As an Incident Manager, you will help define and support the incident management strategy with a focus on identifying incident trends and reducing the impact for employees.


You must have knowledge of business processes and systems to understand the impact of project decisions on business objectives and you must be able to manage multiple priorities and work independently to achieve team goals with minimal supervision.


What you will do – Essential Responsibilities

  • Develop as a Subject Matter Expert (SME) for Incident Management and its reporting capabilities.
  • Support the day-to-day Incident Management function with a focus on continual process improvement, upholding incident content guidelines and expectations based on incident management best practices.
  • Participates in education and training on the use of Incident Management processes and tools for the organization as needed.
  • Perform regular audits of incident records to ensure procedures are being followed based on current incident management policies.
  • Complete ad-hoc incident analysis requests, including developing dashboards.
  • Produces statistical reports validating the incident management process: identifying incident trend data regarding shift-left opportunities, prevention of issues, automation of support, reduction in aging incidents, and effectiveness of overall incident management process.
  • Promote a collaborative environment within CarMax IT groups for the adherence to, and continuous improvement of, the incident management processes.
  • A willingness to learn new tools and technologies and take on new responsibilities as assigned.


Behavioral & Leadership Competencies:

  • Excellent verbal and written communication skills; the ability to communicate clearly and confidently on conference calls, in meetings, via email, etc. at all levels of the organization is essential.
  • Customer focus and ownership: displays initiative and proactive approach to work.
  • Highly organized presentation, negotiation, and customer service skills.
  • Demonstrated ability to influence individuals and teams not under the candidate's direct control.
  • Creative thinker who challenges the status quo.
  • Strong analytic/diagnostic skills and attention to detail.



Qualifications and Requirements

  • Bachelor’s degree in Information Technology, Computer Science, or Engineering, or relevant work experience.
  • 5+ years of related work experience in the IT Field.
  • Experience contributing to a problem or incident management process.
  • Has a passion for service improvement; demonstrates exceptional administrative, reporting, organizational skills, with strong project management skills a plus.
  • Excellent communication and collaboration skills at all levels of contact and in a wide variety of situations.
  • Understanding of engineering processes and documentation standards.
  • ITIL qualified with an understanding of DevOps and Agile/Lean principles preferred.
  • Uses technical background and understanding to interpret technical issues for the business and sustain credibility with IT.
  • Able to manage sensitive, and sometimes confidential information.
  • Detailed knowledge of ServiceNow or similar ITSM systems.
  • Service delivery experience when the service is constructed of multiple sub-services provided by multiple suppliers. (e.g. public, private, & hybrid Cloud)
  • Able to work under pressure and meet deadlines; able to demonstrate initiative to manage and prioritize and tasks and time efficiently and a proactive approach to daily tasks.
  • Experience with AI chatbots and natural language programming a plus.


Work Location and Arrangement: This role can be based out of the Richmond, VA Technology Innovation Center or Plano, TX and have a Hybrid work arrangement.