10330 – IT Service Management Analyst I

10330 – IT Service Mangement Analyst I Location – Fountain Valley, CA (100% onsite) ABOUT US Hyundai AutoEver America (HAEA) was established by Hyundai Motor Group, a Fortune Global 500 Company, as an automotive information technology organization, committed to providing world-class technology services to the Hyundai Motors family of companies throughout North America.

We are seeking an early career (1-3 years of exp.)  IT Service Managment Analyst to manage and support our IT service management processes, ensuring alignment with best practices and business needs.

This will be a 100%, 5-day-a-week on-site role in our Fountain Valley, CA office.

WHAT YOU WILL BE DOING This role involves working closely with IT teams, service owners, and stakeholders to improve service delivery, monitor performance, and maintain compliance with established standards.

The ITSM Analyst plays a key role in driving continuous improvement, analyzing performance metrics, and facilitating the implementation of ITIL-based practices.

This role will also handle projects for improvements and as deemed necessary.  Change Coordination Coordinate and assist in leading the Change Advisory Board (CAB) and ensure proper assessment of risks, impacts, and approvals for IT and Security changes.

Schedule weekly calls to review all changes with change implementors, infrastructure, application, CCS, CCoE and security owners.

Service Desk Monitor ticket queues to ensure timely resolution and adherence to SLAs.

Follow up with users to ensure issue resolution, providing excellent customer service throughout the support process.

Lead escalation of issues to Tier 2 or 3 support or other IT teams as appropriate, ensuring clear documentation and communication.

Facilitate escalation for major incidents, ensuring timely resolution and communication.

Create and maintain detailed documentation, including ticket notes, support guides, and FAQs.

Assist with onboarding and offboarding processes.

Maintain awareness of common issues and trends to identify recurring problems and contribute to root cause analysis, corrective actions and continuous improvement.

Analysis and Continuous Improvement Identify opportunities for process improvements and work with IT teams to implement enhancements.

Assist in conducting regular process reviews and audits to ensure compliance with ITSM policies.

Assist in Root Cause Analysis (RCA) and Risk Acceptance development as assigned Assist in developing process documentations, guide, SOPs Assist in creating reports, dashboard and analyzing results for process improvement.

Project Management Assist on project planning, scheduling, tracking progress and documenting project activities.

Coordinate communication with stakeholders.

Identify potential risks and develop mitigation strategies Ensuring project deliverables are met.  Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.  REQUIREMENTS :

• 1+ years of experience in a service desk, or IT Service Management, or IT Project Management Associate or Bachelor’s degree in IT, Computer Science, or related field.
• Proficient in using ticketing systems such as ServiceNow, Zendesk, Jira Service Management, or similar.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent verbal and written communication skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong customer service orientation.

Onsite 5 days a week PREFERRED QUALIFICATIONS :