Analyst IT Operations(ITSM)
Company Description
CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.
The Team:
Job Description
Mattel is seeking an ITSM Practitioner to join our IT Service Management team in Hyderabad. In this role, you’ll help deliver efficient, high-quality IT services that enable our teams worldwide. You’ll leverage ServiceNow, AI tools, and best-in-class ITIL practices to improve service delivery, optimize workflows, and enhance the digital experience for our employees and partners.
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What You’ll Do
· Follow and enhance existing ITSM processes (Incident, Problem, Change, Release, Knowledge, Event, Request, CMDB, and Service Catalog).
· Initial focus will heavily be in CMDB & Service Catalog.
· Work within ServiceNow to support business needs.
· Explore AI and automation opportunities to drive efficiency and improve IT service.
· Track and report on ITSM performance, including SLAs and KPIs.
· Collaborate with IT teams, business stakeholders, and vendors to ensure high-quality service delivery.
· Champion continuous improvement in ITSM and customer-facing services.
· Rotate management of MIM bridges during PST (working) hours, and a part of on-call rotation during MIM off-hours.
What We’re Looking For
· Bachelor’s degree in IT or related field (or equivalent work experience).
· 2+ years of experience with asset management.
· ITIL v3 Foundations certification required; ITIL v4 preferred.
· 4+ years of experience in various IT Service Management roles.
· 3+ years of ServiceNow experience/ (ITSM, Self Service, Reporting, Employee Center, reports, and dashboards)
· Moderated and sent communications for major internet bridges.
· Familiarity with AI and automation within ITSM contexts.
· Strong communication, problem-solving, and collaboration skills.
· Knowledge of CFS and / or SIAM frameworks
· Experience with metric reporting and documentation.
Nice to Have
· Knowledge of DevOps, Agile, or Process development practices.
· Experience with PowerBI, Grafana, Dashboard creation or service reporting.
· Exposure to AIOps, predictive analytics, chatbots, or virtual agents.
· Experience with ServiceNow catalogs planning / consulting
· Process development background or related certifications
· Ability to Conduct Data Certifications and Physical Inventory Audits
Qualifications
What We’re Looking For:
- Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.
Additional Information
Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.
How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:
- We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
- We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
- We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.
Our Approach to Flexible Work:
We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance and drive connection for moments that matter.
Who We Are:
Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.
Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.
Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.
Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment.
Videos to watch:
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Diversity and Inclusion
Company Videos
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