Sr Analyst IT Operations

Responsibilities

• Develop, document, and maintain ITSM processes, standards, and workflows across the organization.
• Collect, analyze, and maintain ITSM metrics and performance data to drive continuous improvement.
• Create executive-ready presentations and visual reports detailing performance trends, risks, and initiatives.
• Partner with GRC teams to ensure all processes align with governance frameworks and audit requirements.
• Manage and maintain process content and artifacts within SharePoint.
• Support the responsible adoption of AI-enabled capabilities within ITSM processes and reporting.
• Serve as a functional backup to the CFS Manager for governance and process coordination activities.

Requirements

• Bachelor’s degree in Information Technology, Business, Computer Science, or a related field.
• 6+ years of experience in process development, service management, or governance roles.
• 6+ years of experience working with ITIL-based IT Service Management frameworks.
• 6+ years of experience working with the ServiceNow platform in an enterprise environment.
• ITIL v3 or ITIL 4 certification is required.
• Strong analytical thinking and ability to translate operational data into compelling narratives.
• Excellent English communication skills, both written and verbal.

Preferred Qualifications

• Experience supporting ITSM process governance within large or global organizations.
• Proficiency in creating executive dashboards using Power BI, SharePoint, or PowerPoint.
• Exposure to audit preparation, control documentation, or compliance activities.
• Experience supporting AI, automation, or analytics initiatives within an IT service context.

About the Company

Mattel is a leading global toy company that honors an eighty-year legacy by constantly innovating for the future. We are looking for pioneers, inventors, and entrepreneurs to join us in our remarkable transformation.