IT Analyst II – ITSM

As an IT Analyst II – ITSM BRM Agent, you will serve as the front-line operational coordinator for high-impact IT incidents (P1/P2) and Problem Management Investigations, supporting real-time service restoration through technical bridge coordination, stakeholder communications, and strict ITSM execution. 

This is a hands-on execution role, focused on operational discipline, communication accuracy, ServiceNow transaction integrity, and real-time incident support, under the guidance of the Incident Response Supervisor (IRS). 

You will actively contribute to: 

• Service restoration speed (MTTR / MTTE) 

• Incident documentation quality 

• Problem investigation (Root cause and corrective actions) 

• P1/P2 avoidance detection 

• Incident Governance 

Key Responsibilities 

1. Incident Execution & Operational Support 

• Execute real-time P1/P2 incident coordination under IRS/IRM guidance. 

• Open, update, and manage incident records in ServiceNow with strict data accuracy. 

• Support technical bridge management (bridge creation, attendance tracking, notes, and timelines). 

• Ensure proper escalation paths are followed per ITSM governance. 

• Maintain continuous incident timeline updates during live events. 

2. Communication & Stakeholder Updates 

• Distribute standardized stakeholder communications (business updates, tech updates, service restoration). 

• Ensure communication cadence adherence for P1/P2 incidents. 

• Support drafting of executive summaries and restoration reports using GenAI-assisted tools (Copilot, similar). 

• Maintain professional, precise, and calm communication during high-pressure situations. 

3. ITSM Process Adherence 

• Follow global Incident Management MOS / SOPs without deviation. 

• Ensure proper: 

• Priority assignment 

• Impact validation 

• SLA tracking 

• Closure quality 

• Participate in P1/P2 avoidance detection by flagging P3s with high risk. 

4. Knowledge Capture & Continuous Improvement 

• Create and update: 

• Post-Incident Reviews (PIRs) 

• KB Articles (KBAs) 

• Identify execution gaps and propose process improvement ideas to IRS. 

5. Metrics & Data Integrity 

• Support collection of: 

• MTTR, MTTE 

• SLA compliance 

• Bounce counts 

• Repeat incidents 

• Ensure ServiceNow data quality to enable reliable dashboards. 

• Participate in basic trend analysis for recurring issues. 

6. Problem management.  

• Identify and Manage Problems: 

• Proactively identify, log, and manage problem records by analyzing incident trends and recurring issues to prevent future disruptions. 

• Conduct Root Cause Analysis (RCA): 

• Perform structured root cause analyses using methodologies such as 5 Whys, Fishbone, or Kepner-Tregoe, and document findings in ServiceNow. 

• Maintain the Known Error Database (KEDB): 

• Document known errors and workarounds, ensuring accuracy and accessibility to support incident resolution and reduce Mean Time to Resolution (MTTR). 

• Drive Permanent Resolutions: 

• Collaborate with cross-functional teams, vendors, and Change Management to implement permanent fixes and preventive actions aligned with ITIL best practices. 

• Support Post-Incident Reviews and Continuous Improvement: 

• Facilitate post-incident reviews (PIRs), track corrective actions, and provide metrics and insights to enhance service stability and operational maturity. 

YOU MUST HAVE 

• Bachelor’s degree in IT, Engineering, or related discipline (or equivalent experience). 

• 2–3 years of experience in IT Operations, Service Desk, Problem Management or Incident Management. 

• Hands-on experience with ServiceNow ITSM, including: 

• Incident module 

• Task management 

• Basic reporting/dashboard usage 

• Strong verbal and written communication skills in English. 

• Ability to work in shift-based, high-pressure operational environments. 

• Strong discipline in documentation and process compliance. 

WE VALUE (Nice to Have / Growth Track) 

• Basic understanding of: 

• ITIL v4 Incident & Problem Management 

• Change Management concepts 

• Exposure to: 

• GenAI tools (Copilot, ChatGPT, Gemini, etc.) 

• AI-assisted documentation or automation 

• Interest in: 

• Agentic workflows 

• Low-code automation (Flow Designer – beginner level) 

• Experience in: 

• Major Incident bridges 

• Problem Management 

• Mission-critical systems support 

• Strong learning mindset and bias for operational excellence. 

We offer: 

• ​Competitive Salary regularly increased based on your performance
• Enjoy 25 vacation days per year, plus extra days off for life's special events
• We provide meal vouchers
• Flexible benefits basket with monthly budget allocated (top up medical insurance, life insurance, pension, vacation/ cultural/ fuel vouchers)
• Medical Insurance Plan paid by the company
• Christmas and Easter bonuses
• Recognition & referral bonus programs
• Comprehensive induction, ongoing training and development to set you up for success
• In-house and external learning platforms (Udemy) to continue to expand your skills
• Work experience opportunities to help you grow your career with us
• Global employee networks to help you connect and grow
• Employee Assistance Program - Free and confidential service to help with any difficulties regarding work, life and personal or family matters
• In case of unfortunate events, we support you by offering you free days and financial support (handled on a case by case basis) or Family financial aids
• Access Integrity line - Any workplace issues or violations that need to be raised in good faith, can be communicated in a safe, private and confidential environment
• Your family is growing while working at Honeywell? We congratulate you by offering special bonuses
• Frequent Employee Engagement activities fostering an inclusive and diverse work environment
• 3 + 2 hybrid work arrangement to support your work-life balance
• Flexible working hours
• Fresh fruit days in the office

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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

Join us now and be part of a global team of thinkers, innovators, dreamers, and doers who make the things that make the future!

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