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IT Service Management Analyst

Date: Aug 9, 2019

Location: Kansas City, MO, US, 64108

Company: Hallmark

     reqid: 31138 


You need a job. You want a career. Working someplace you can be yourself and belong while creating something that makes a difference. Something that makes the world a better place. Perfect timing. Hallmark is looking for someone like you.


At Hallmark our Information Technology (IT) division is vital to helping Hallmark win in the marketplace. We play a leadership role in identifying, developing and managing technology and process solutions; we pro-actively partner with business areas to develop new capabilities, build reliable solutions and efficiently manage the corporation’s investment in technology and end-to-end processes.



Under the leadership of the IT Service Management Director, this role is responsible for the execution of the IT Service Management (ITSM) processes in accordance with the Hallmark’s adopted Incident, Problem, Change Management and Asset Process Guidelines. Specializing in Change Management, this role ensures that standardized methods and procedures are used for efficient and prompt handling of all production changes in order to minimize the impact of change upon service quality and service delivery. This role will work closely with key business partners to guide and assist them on processes, while improving Change, Incident, Problem, Asset and Management policies, in accordance with the ITSM Team and the ITIL framework.



  • Provide oversight around new and existing processes, maintaining and improving ITSM process management policies in alignment with the ITIL framework
  • Facilitate and lead ITSM meetings (Change Review Board, Daily Service Review, Major Incident Reviews)
  • Reviews incidents, changes, problem tickets to ensure proper process is followed
  • Provide guidance and training to support adoption of key ITSM processes (Incident, Problem, and Change Management)
  • Maintenance of documentation pertaining to ITSM processes and guidelines
  • Identify and develop metrics and reports related to Incident, Problem, and Change Management
  • Participate and provide oversight on support needs for new applications and services planned for delivery into Hallmark’s Enterprise
  • Plan and/or lead specific projects related to ITSM processes
  • Assist the ITSM Manager in driving service management best-practice and process standardization across the organization, ensuring consistent end-to-end integration of the ITSM processes and identifying and planning for ITSM process improvement projects
  • Lead monthly asset management reconciliation process


Interested? Follow the application instructions below to apply.



You must show how you meet the basic qualifications (listed below) in a resume or document you upload, or by completing the work experience and education application fields. Accepted file types are Microsoft Word (DOC or DOCX), PDF, HTML, or TXT. 


In compliance with the Immigration Reform and Control Act of 1986, Hallmark Cards, Inc. and its subsidiary companies will hire only individuals lawfully authorized to work in the United States. Hallmark does not generally provide sponsorship for employment. Employment by Hallmark is contingent upon the signing of the Employment Agreement, signing of an agreement to arbitrate in connection with the Hallmark Dispute Resolution Program, completing Form I-9 Employment Eligibility Verification, passing the urinalysis drug screen, education verification and satisfactory reference and background checks.



The following is required to be considered for this role:

  • Bachelor’s degree or 4 years of professional work experience.

Your resume will stand out if you have:

  • Functional and technical knowledge of ServiceNow Business Management and Service Management modules
  • Functional knowledge of IT Service Management (ITSM) frameworks
  • Functional and technical knowledge of Erranct for software and asset management
  • Bachelor’s degree in Information Technology or Computer Science
  • Certifications in PMP, ITIL Foundations, ServiceNow PPM, ServiceNow ITSM, and/or ServiceNow
  • Excellent facilitation and communication skills, with ability to foster collaborative relationships with Enterprise Systems leadership
  • 3+ years’ experience establishing ITSM processes
  • 3+ years’ experience with ServiceNow administration, development and/or platform tools
  • 3+ years’ experience with ServiceNow Business Management and Service Management modules 



At Hallmark, we help people feel connected to what matters. That’s true of our employees, just as it is our consumers. Providing benefits that support the lives and wellbeing of Hallmarkers is among the most important investments the company makes.

Hallmark benefits are designed to give you choices. Wherever you are in life, we want you to find the benefits that are right for you and your loved ones. Explore the Hallmark Benefits Guide to learn more.

Hallmark is an equal opportunity employer.  All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, pregnancy, national origin, physical or mental disability, genetics, sexual orientation, gender identity, veteran status, or any other legally-protected status.  Principals only please.


Nearest Major Market: Kansas City

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