Job Description:

We Are:

At Synopsys, we drive the innovations that shape the way we live and connect. Our technology is central to the Era of Pervasive Intelligence, from self-driving cars to learning machines. We lead in chip design, verification, and IP integration, empowering the creation of high-performance silicon chips and software content. Join us to transform the future through continuous technological innovation.

You Are:

You are a seasoned professional with a strong background in IT process management and a passion for driving continuous improvement. You have a solid working knowledge of the Information Technology Infrastructure Library (ITIL) framework and are certified in ITIL V3/V4. You excel in identifying and analyzing process exceptions, recommending solutions, and leading discussions with business leaders. You are an advanced user of ServiceNow, capable of creating detailed reports and dashboards, and presenting your findings to leadership. Your expertise in managing Incident, Change, and Problem processes is complemented by your ability to engage with vendors and senior members of the organization, providing valuable insights and driving actions to restore services. You are a thought leader in aligning business needs with IT capabilities and are committed to maintaining industry standards in process management through continuous learning and certification.

What You’ll Be Doing:

• Conducting analytical reviews of IM scheduled reporting and other metrics to confirm BAU operations or identify process exceptions.
• Leading discussions with IM Lead and business leaders on identified process exceptions and recommending potential solutions.
• Acting as a thought leader and trainer in the use of the Service Management tool, leveraging its monitoring capabilities for IT processes.
• Managing the IM/CM/PM Process Analysts and guiding their process analytics efforts.
• Designing, assessing, and delivering performance analysis of day-to-day IM/PM/CM processes to ensure stability and effectiveness.
• Examining CSFs, KPIs, and other key metrics to analyze process performance and identify areas for improvement.
• Engaging in Problem and Change Management, consulting in major outage discussions, and providing insights to restore services.
• Identifying and assessing risks, forecasting challenges, and providing recommendations for new KPIs and process modifications.
• Collaborating with vendors as required for IM and driving updates to the Service Management tool based on identified enhancements.

The Impact You Will Have:

• Ensuring the smooth operation of Incident, Change, and Problem processes, contributing to overall IT stability and performance.
• Driving continuous service improvement through detailed analysis and actionable recommendations.
• Enhancing business-IT alignment by implementing best practices and maintaining industry standards in process management.
• Providing valuable insights and leadership during major outages, contributing to the swift restoration of services.
• Improving compliance with existing mandates and identifying opportunities for process and procedure enhancements.
• Fostering a culture of continuous learning and improvement within the IT organization.

What You’ll Need:

• Certification in ITIL V3/V4 and a strong working knowledge of the ITIL framework.
• Hands-on experience with ServiceNow, including creating reports and dashboards.
• Experience in managing Incident, Change, and Problem processes.
• Ability to lead discussions with senior business leaders and recommend process improvements.
• Strong analytical skills and the ability to examine CSFs, KPIs, and other metrics to identify process performance issues.

Who You Are:

• Excellent communicator with the ability to engage with stakeholders at all levels.
• Proactive problem solver with strong analytical and critical thinking skills.
• Collaborative team player who can lead and inspire others.
• Detail-oriented with a strong focus on process improvement and compliance.
• Adaptable and committed to continuous learning and professional development.

The Team You’ll Be A Part Of:

You will be part of a dynamic team focused on IT process management and continuous improvement. The team is committed to ensuring the stability and effectiveness of IT applications and processes by leveraging industry best practices and innovative solutions. As a key member of this team, you will collaborate with process analysts, business leaders, and vendors to drive process excellence and deliver impactful results.

Rewards and Benefits:

We offer a comprehensive range of health, wellness, and financial benefits to cater to your needs. Our total rewards include both monetary and non-monetary offerings. Your recruiter will provide more details about the salary range and benefits during the hiring process.