10547 - IT Service Management (ITSM) Analyst

10547 - IT Service Management (ITSM) AnalystLocation: Irvine, CA 92614 (5 days on-site)Company Overview Hyundai AutoEver America (HAEA) is the dynamic IT powerhouse behind Hyundai Motor Corporation, a Fortune 500 global leader in the automotive industry. As a key affiliate, we provide cutting-edge IT services and support to top brands including Kia, Genesis, Hyundai Translead, Hyundai Mobis, Hyundai Capital, and Glovis.HAEA offers a truly global and collaborative environment. Here, you’ll drive innovation, boost operational efficiency, and help shape the future of mobility for the Hyundai Motor Group.At HAEA, we understand that IT is the cornerstone of today’s fast-evolving digital world. By uniting all IT resources under one roof, we deliver consistent, top-quality solutions while serving as the crucial information link between Hyundai’s Global Headquarters and North American operations.If you’re passionate about technology and eager to make a real impact at a world-class company, Hyundai AutoEver America is the place to grow your career. Join us and be part of the transformation that’s driving the future of automotive innovation.Website: http://www.haeaus.coWhat you will be doing:The selected IT Service Management (ITSM) Analyst will be responsible for leading the analysis, design, and continuous improvement of IT service management processes in alignment with ITIL best practices and organizational objectives. This role serves as a subject matter expert across core ITSM process areas, driving process maturity operational excellence & automation initiatives. The ITSM Analyst III works closely with IT teams, service owners, and business stakeholders to ensure consistent, high-quality service delivery and compliance with established standards. Key roles & responsibilities will include, but not necessarily limited to the following:Incident Management

• Serve as an escalation point for major incidents, supporting timely resolution, coordinated communication, and stakeholder updates throughout the incident lifecycle.
• Develop and maintain incident management procedures, runbooks, and escalation documentation.
• Analyze incident trends, recurring patterns, and service disruptions to identify root causes and drive corrective actions.
• Ensure incidents are accurately categorized, prioritized, and resolved in accordance with defined SLAs and escalation procedures.
• Maintain incident management reporting and metrics to track volume, resolution time, and SLA compliance

Problem Management

• Support problem record lifecycle from identification throughRoot Cause Analysis (RCA), known error documentation, and resolution.
• Facilitate and contribute to RCA and Corrective Action and Preventive Action (CAPA) documentation in collaboration with cross-functional teams.
• Track and report on problem trends, open problem records, and the effectiveness of implemented fixes.
• Support in maintaining procedures and related documentation to ensure process consistency and audit readiness.

Service Request Management

• Oversee the service request fulfillment process, ensuring requests are captured, categorized, assigned, and completed within defined SLOs.
• Establish and enforce Service Desk governance standards, including queue management expectations, escalation thresholds, categorization accuracy, and first-contact resolution targets.
• Define and maintain Service Desk performance standards; monitor fulfillment of metrics and provide structured feedback loops to address SLO gaps, bottlenecks, and quality issues.
• Maintain service request workflows, approval processes, and supporting documentation including fulfillment procedures.

Change Management

• Support Change Advisory Board (CAB) operations by reviewing change requests for completeness, risk classification, and alignment with change policy prior to submission.
• Assist with change scheduling, conflict identification, and coordination with change implementors to ensure readiness ahead of the CAB review cycle.
• Monitor change success rates, failed changes, and unauthorized changes; surface trends and escalate recommendations to senior process owners.
• Support in maintaining standard change templates, related documentation, and post-implementation review records.

Process Automation & Continuous Improvement

• Identify and lead automation opportunities across ITSM process areas, including workflow automation, notification triggers, auto-assignment, and self-service improvements within ITSM tooling.
• Design and implement process automation solutions within platforms such as ServiceNow
• Evaluate and integrate AI-driven tools and capabilities — such as intelligent ticket classification, predictive analytics, virtual agents, and generative AI assistants
• Assess emerging AI technologies for applicability to ITSM operations and develop adoption roadmaps in collaboration with IT leadership.
• Conduct regular process reviews and audits to ensure compliance with ITSM policies; translate findings into actionable improvement initiatives.
• Develop and maintain SOPs, runbooks, DWIs, and RASCIs to ensure operational consistency and process repeatability.
• Facilitate knowledge transfer and training for ITSM process updates, tool enhancements, and best practices across IT teams and end-users.

What we require from you:

• Bachelor's degree in IT, Computer Science, Business, Management, or equivalent experience.
• 5-7 + years of experience in IT service management or related IT role.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
• Conceptual understanding of JIRA or another equivalent tool.
• Strong understanding of ITIL principles and practices; ITIL v3/v4 Foundation or higher certification preferred.
• Ability to create and develop Runbooks, DWIs, SOPs, RASCIs (R&Rs), and RCAs.
• Experience with data analysis and report generation.
• Excellent analytical and problem-solving skills.
• Proficiency in process modeling and documentation tools (Visio, Lucidchart)
• Strong communication and interpersonal skills for effective stakeholder engagement.
• Ability to manage multiple priorities and work in a fast-paced environment.
• Experience in implementing or optimizing ITSM processes.
• Occasional on-call support may be required.

Salary Range: $110,000 to $130,000Team Culture:Our team thrives on collaboration, innovation, and continuous learning. We foster a supportive environment where every member is encouraged to share ideas and contribute to problem-solving. We value: 

• Passion for Technology: We are enthusiastic about emerging technologies and their potential to transform the automotive industry. 
• Agility: We work in an agile environment, adapting quickly to changes and continuously improving our processes. 
• Teamwork: We believe in the power of teamwork and collaboration, supporting each other to achieve common goals. 
• Growth: We prioritize personal and professional growth, offering opportunities for learning and development. 
• Inclusivity: We maintain an inclusive culture where diverse perspectives are valued and everyone feels welcome. 

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