Mattel
Retail
IncidentManager&ITILAnalyst(AnalystITOperations)
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“Incident Manager & ITIL Analyst(Analyst IT Operations) at Mattel. Skills: Incident Management, Major Incident Management, ITIL, ServiceNow. Support the Major Incident Manager by initiating, managing, and maintaining incident bridges as required. Coordinate and facilitate incident bridge calls, ensuring structured execution and accountability”
What You'll Achieve.
ensuring structured execution, accurate tracking, and timely communication; helping ensure process adherence, data accuracy, reporting, and continuous improvement; ensuring structured execution and accountability; KPI tracking; SLA monitoring
Industry & Context.
analytical and problem-solving skills
Participate in a 24x7 on-call or rotation model to support major incident bridge coverage
What They're Looking For.
Must Have
4+ years of experience in IT Service Management or related operational IT roles, 4+ years of hands-on experience working with the ServiceNow platform, 3+ years of experience supporting major or managing incident bridge coordination and communications, Experience supporting Incident or Major Incident Management activities, ITIL v3 Foundation or ITIL v4 certification required, working knowledge of Incident Management and Major Incident Management practices, Working knowledge of ITIL-based IT Service Management processes, Hands-on experience with ServiceNow ITSM modules, including Incident, Major Incident, and reporting, Ability to manage incident bridges in high-pressure environments, organizational and multitasking skills, Excellent English communication skills, both written and verbal, analytical and problem-solving skills, Ability to work effectively across multiple teams and functions
Nice to Have
Knowledge of SIAM, CFS, or enterprise service delivery models, Experience with ITSM reporting, dashboards, and metrics tracking, Exposure to AI-driven ITSM capabilities, automation, or AIOps, Experience working with ServiceNow reporting or Performance Analytics, Experience supporting multiple ITIL process areas in a cross-functional capacity, Experience with other dashboard environments such Grafana, or ServiceNow
What You'll Do.
Support the Major Incident Manager by initiating
and maintaining incident bridges as required
Coordinate and facilitate incident bridge calls
ensuring structured execution and accountability
Maintain structured bridge facilitation
and disciplined execution
accurate incident communications via ServiceNow
Track incident timelines
and outcomes during major incidents
Assist with post-incident activities
including documentation
and follow-up actions
Support day-to-day Incident Management activities and lower-tier incident processes
Assist ITSM Process Managers across Incident
and CMDB processes when not maintaining bridge operations
Ensure ITIL process adherence
and documentation standards are followed
and SLA monitoring across ITSM processes
Identify process gaps
and improvement opportunities and escalate as appropriate
and artifact collection activities when required
Review performance dashboard
analytics and trends for potential environment impacts
How You'll Work.
Team & Collaboration
Ability to work effectively across multiple teams and functions; works closely with cross-functional technical teams and ServiceNow platform teams
Communication Scope
Excellent English communication skills, both written and verbal
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: The Incident Manager & ITIL Analyst is an operational role responsible for supporting Incident and Major Incident Management execution while assisting ITSM Process Managers across multiple ITIL disciplines. This role primarily supports the Major Incident Manager by initiating, maintaining, and coordinating incident bridges during major incidents, ensuring structured execution, accurate tracking, and timely communication. In addition to incident support, the role provides analytical and operational assistance across ITIL processes, including Incident, Problem, Change, Event, Request, Knowledge, and CMDB, helping ensure process adherence, data accuracy, reporting, and continuous improvement. The role works closely with cross-functional technical teams and ServiceNow platform teams to support operational needs, metrics, documentation, and process maturity. Key Responsibilities * Support the Major Incident Manager by initiating, managing, and maintaining incident bridges as required. * Coordinate and facilitate incident bridge calls, ensuring structured execution and accountability. * Maintain structured bridge facilitation, clear accountability, and disciplined execution. * Ensure timely, accurate incident communications via ServiceNow, Microsoft Teams, email, and SMS as required. * Track incident timelines, actions, and outcomes during major incidents. * Assist with post-incident activities, including documen
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