Mattel
Retail
AnalystITOperations(ITSM)
Neural analysis suggests this role is
optimal for mid candidates.
“Analyst IT Operations(ITSM) at Mattel. Skills: ITSM processes, ServiceNow, CMDB, Service Catalog, metric reporting, AI and automation. Follow and enhance existing ITSM processes (Incident, Problem, Change, Release, Knowledge, Event, Request, CMDB, and Service Catalog). Initial focus will heavily be in CMDB & Service Catalog”
What You'll Achieve.
improve service delivery; optimize workflows; enhance the digital experience for our employees and partners; drive efficiency; improve IT service; Track and report on ITSM performance, including SLAs and KPIs; ensure high-quality service delivery; Champion continuous improvement in ITSM and customer-facing services
Industry & Context.
problem-solving skills
Rotate management of MIM bridges during PST (working) hours, part of on-call rotation during MIM off-hours
What They're Looking For.
Must Have
2+ years of experience with asset management, ITIL v3 Foundations certification, 4+ years of experience in various IT Service Management roles, 3+ years of ServiceNow experience/ (ITSM, Self Service, Reporting, Employee Center, reports, and dashboards), communication, problem-solving, and collaboration skills
Nice to Have
ITIL v4, Knowledge of DevOps, Agile, or Process development practices, Experience with PowerBI, Grafana, Dashboard creation or service reporting, Exposure to AIOps, predictive analytics, chatbots, or virtual agents, Experience with ServiceNow catalogs planning / consulting, Process development background or related certifications, Ability to Conduct Data Certifications and Physical Inventory Audits
What You'll Do.
Follow and enhance existing ITSM processes (Incident
Initial focus will heavily be in CMDB & Service Catalog
Work within ServiceNow to support business needs
Explore AI and automation opportunities to drive efficiency and improve IT service
Track and report on ITSM performance
including SLAs and KPIs
Collaborate with IT teams
business stakeholders
and vendors to ensure high-quality service delivery
Champion continuous improvement in ITSM and customer-facing services
Rotate management of MIM bridges during PST (working) hours
part of on-call rotation during MIM off-hours
How You'll Work.
Team & Collaboration
Collaborate with IT teams, business stakeholders, and vendors to ensure high-quality service delivery
Communication Scope
communication skills
Full Job Description
CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers. The Team: Mattel is seeking an ITSM Practitioner to join our IT Service Management team in Hyderabad. In this role, you’ll help deliver efficient, high-quality IT services that enable our teams worldwide. You’ll leverage ServiceNow, AI tools, and best-in-class ITIL practices to improve service delivery, optimize workflows, and enhance the digital experience for our employees and partners. What You’ll Do · Follow and enhance existing ITSM processes (Incident, Problem, Change, Release, Knowledge, Event, Request, CMDB, and Service Catalog). · Initial focus will heavily be in CMDB & Service Catalog. · Work within ServiceNow to support business needs. · Explore AI and automation opportunities to drive efficiency and improve IT service. · Track and report on ITSM performance, including SLAs and KPIs. · Collaborate with IT teams, business stakeholders, and vendors to ensure high-quality service delivery. · Champion continuous improvement in ITSM and customer-facing services. · Rotate management of MIM bridges during PST (working) hours, and a part of on-call rotation during MIM off-hours. What We’re Looking For · Bachelor’s degree in IT or related field (or equivalent work experience). · 2+ years of experience with asset management. · ITIL v3 Foundations certification required; ITIL v4 preferred. · 4+ years of experience in various IT Service Management roles. · 3+ years of ServiceNow experience/ (ITSM, Self Service, Report
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