Senior Technical Operations Analyst, ServiceNow

Senior Technical Operations Analyst

Who We Are

At TJX, our Service Management Office (SMO) is an integral component of Enterprise Technology & Operations. We drive the governance and strategy of ITSM processes to ensure operational stability throughout the IT organization.

Our team is responsible for managing and operationalizing the Major Incident, Incident, Problem, Change, and Service Request & Catalog processes across all support levels. We strive for continuous improvement with a “people, process, then tool” mindset while balancing end-user needs with best practices.

What you’ll do

As a Senior Technical Operations Analyst for the Service Management Office (SMO), the Incident Management Process Owner is responsible for owning and governing the Incident and Major Incident Management processes within the IT Service Management (ITSM) framework. This role ensures process health and efficiency by driving process improvements, managing governance, and collaborating across ITSM functions. The ideal candidate will be a subject matter expert in Incident and Major Incident Management and possess strong leadership, communication, and technical skills.

What you’ll need

As Incident and Major Incident process owner, you will define and maintain process standards and policies. You will drive governance of both processes in adherence to established KPIs and metrics with operational stability at the forefront. You will recommend and implement process improvements through policies, procedures, and tool enhancements as well as create user guides, SOPs, and best practice materials for efficient and effective operations. In collaboration with SMO process owners (Knowledge, Problem, Change, Service Design & Transition), you will drive and consult on common initiatives and projects, serving as the Subject Matter Expert in your areas.

Successful candidates will have:

• 5+ years’ experience making technical and process changes in a large enterprise environment, understanding technical and operational impacts and achieving from stakeholders and support teams

• 3+ years’ experience with ServiceNow Incident and Major Incident modules

• ServiceNow database understanding and reporting (dashboards, standard reporting, performance analytics)

• Understanding of CSDM framework and implementation experience

• CMDB expertise and key process integrations

• Strong understanding of ITIL principles and ITSM best practices

• Proven track record of process ownership and governance

• Excellent communication skills – process documentation, end-user communication, presentation

• Relevant undergraduate BA, BS degree in IT or Business or equivalent experience

Preferred skills:

• ITIL Foundation or higher certification preferred