Hyatt Corporate Office, Chicago
The Opportunity
Hyatt seeks an enthusiastic ITSM Analyst Problem Management to join our Engineering Operations team. In this role, you will be collaborating closely with the broader Engineering, Operations, and Commercial teams, where you’ll be instrumental in continuing to make Hyatt a leading hospitality company. You will be part of a team passionate about diversity, equity, and inclusion, committed to nurturing curiosity and new skills and building connections with stakeholders, colleagues, and guests across the organization.
Who We Are
At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleagues become family. Since 1957, our colleagues and guests have been at the heart of our business and helped Hyatt become one of the world's best and fastest-growing hospitality brands. Our transformative growth and the addition of new hotels, brands, and business lines can open the door for exciting career and growth opportunities for our colleagues.
As we continue to grow, we never lose sight of what’s most important: People. We turn trips into journeys, encounters into experiences, and jobs into careers.
Why Now?
This is an exciting time to be at Hyatt. We are growing rapidly and are looking for passionate changemakers to be a part of our journey. The hospitality industry is resilient and continues to offer dynamic opportunities for upward mobility, and Hyatt is no exception.
How We Care for Our People
Our purpose sets us apart—to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it informs how we have and will continue to support each other as members of the Hyatt family. Our care for our colleagues is the key to our success. We’re proud to have earned a place on Fortune’s prestigious 100 Best Companies to Work For® list for the last ten years. This recognition is a testament to how our Hyatt family continues to come together to care for one another, our commitment to a culture of inclusivity, empathy, and respect, and making sure everyone feels like they belong.
We’re proud to offer exceptional corporate benefits which include:
•Annual allotment of free hotel stays at Hyatt hotels globally
•Flexible work schedules
•Work-life benefits including well-being initiatives such as a complimentary Headspace subscription, and a discount at the on-site fitness center
•A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption
•Paid Time Off, Medical, Dental, Vision, 401K with company match
Our Commitment to Diversity, Equity, and Inclusion
Our success is underpinned by our diverse, equitable, and inclusive culture and we are committed to diversity across the board—from whom we hire and develop, the organizations we support, and whom we buy from and work with.
Being part of Hyatt means always having space to be you. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities, and identities. We constantly strive to reflect the world we care for with teams that achieve and grow together. To learn more about our commitments to DE&I, please visit the Why Hyatt section of the Hyatt career page.
Who You Are
As our ideal candidate, you understand the power and purpose of our Culture of Care and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect, and Well-being. You enjoy working with others, are results-driven, and seek various opportunities to develop personally and professionally.
The Role
Responsibilities include general oversight of sample processes. This includes preparation and review of sample work, monthly and quarterly sample work as well as analytics across sample functions. Additional responsibilities include assisting in the enhancement of the sample focus area and participating in special projects that incorporate a wide range of sample function exposure.
· Drive Root cause analysis for production incidents and ensure appropriate documentation is in place.
o Identifying and addressing potential problems before they impact the production environment.
o Conducting trend analysis to detect patterns in incidents that could lead to larger problems.
· Report Incident/problem management activities to all levels of management.
· Facilitate and lead ITSM Problem meetings, as needed.
· Provide guidance and training to support and technical teams on ITSM processes.
o Engaging in post-incident reviews (PIRs) and leveraging lessons learned for process optimization.
o Driving improvements in the Problem Management process to make it more efficient and aligned with organizational goals.
· Collaborate with the ITSM teams and maintain documentation pertaining to ITSM Processes and Guidelines
· Identify and develop metrics and reports related to Incident, Problem, and Change Management
· Assist the ITSM Manager in driving Service management best practices and process standardization.
Qualifications
Experience Required:
•4+ years of experience in ITSM Problem Management with desired Change Management or ITSM Incident Management experience
•Experience in ServiceNow in managing incidents, problems, and changes
•Proven leadership experience in Service management and IT operations
Experience Preferred:
•Bachelor’s degree in Computer Science or a related field
•ITIL Foundation v4 certification preferred
•Strong writing and communication skills
•Ability to influence
•Ability to learn quickly
The position responsibilities outlined above are in no way to be construed as all-encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
We welcome you:
Research shows that women, people of color, and other historically excluded groups, tend to apply to jobs, only if they meet all the listed job qualifications. Unsure if you check every box, but feeling inspired to enhance your career? Apply. We’d love to consider your unique experiences and how you could make Hyatt even better.
