Hiring: Analyst II, IT Operations Support Company: Novolex Location: Lake Forest, IL Job Posted Time: 2026-09-03 11:33:07 Target Skills & Keywords : Change Management, Microsoft Excel, Quality Assurance, Root Cause Analysis, SCA, ServiceNow About the job Experience: •3–5+ years of progressive experience in IT Service Management, IT operations support, or service desk operations within a large enterprise environment. •Demonstrated hands-on experience with ServiceNow ITSM, including incident management workflows, SLA configuration, reporting module, performance dashboards, and knowledge management. •Proven ability to design and produce operational performance reports and dashboards that translate service data into actionable leadership insights. •Deep working knowledge of ITIL-aligned service management processes: Incident Management, Problem Management, Change Management, Request Fulfillment, and Knowledge Management. •Demonstrated experience conducting ticket quality audits, managing queue health, and enforcing data governance standards in a high-volume ITSM environment. Required Skills: •As Novolex Scales Operations Across Manufacturing, Packaging, And Distribution, The Reliability And Visibility Of IT Services Are Business-critical. The Analyst II, IT Operations Support Delivers Direct Value Across Four Strategic Dimensions •Operational Intelligence: Operational Intelligence: Own the reporting and analytics infrastructure that gives ITSM leadership accurate, real-time insight into service health, SLA performance, and emerging risk — enabling data-driven decisions at every level. •Service Data Governance: Service Data Governance: Ensure the accuracy, completeness, and consistency of ticket data, CMDB records, and catalog content — maintaining the foundation that reliable SLA reporting and ITSM governance depend on. •Process Discipline: Process Discipline: Apply deep ITIL knowledge to enforce consistent execution across Incident, Problem, Change, and Request processes — reducing repeat failures, improving resolution quality, and strengthening service reliability. •Continuous Improvement Ownership: Continuous Improvement Ownership: Lead CSI initiatives, track outcomes, coach peers, and embed a culture of measurable, sustained service improvement across the ITSM operations team. •Design, build, and maintain advanced ServiceNow dashboards and performance reports covering incident volume, SLA attainment, first contact resolution (FCR), mean time to resolve (MTTR), backlog aging, CSAT trends, and change success rates. •Produce and distribute the weekly and monthly ITSM performance reporting package to the Senior Manager, Director, and IT leadership — presenting metrics in executive-ready formats with trend analysis and recommended actions. •Develop and refine ad hoc reports and data extracts to support leadership decisions, operational audits, staffing analyses, and business case development. Qualifications: •ITIL 4 Foundation certification required; ITIL 4 Practitioner designation (or actively pursuing) strongly preferred. •ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist — ITSM (CIS-ITSM) is a significant advantage. •HDI Support Center Analyst (SCA) or Desktop Support Technician (DST) certification. •Operational familiarity with enterprise governance frameworks including COBIT, ISO 20000, or SOX IT controls. •Bachelor's degree in Information Technology, Computer Science, Business Administration, Data Analytics, or a related field preferred. •Equivalent combination of relevant education, ITSM certifications, and demonstrated enterprise IT operations experience will be considered in lieu of a degree. •The benefits for this role include 401(k) plan with company match, comprehensive medical, dental, and vision insurance, flexible spending and health savings accounts, paid vacation, and sick days, paid parental leave, paid holidays and wellness program Compensation: •Competitive benefits and rewards package Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!