IT Process Analyst, Service Request Management Fulfillment

Corning Inc.; Monterrey; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

Corning Inc. seeks an IT Process Analyst for Service Request Management Fulfillment in Monterrey. The role focuses on the operational management of IT Service Management processes including design improvements, metrics monitoring, and collaboration with stakeholders. Candidates should possess exemplary communication skills, proficiency in English, and relevant ITIL certifications.

Servicios

Health and well-being benefits (medical, dental, vision)

Paid parental leave

Access to professional development programs

Companywide bonus programs

Formación

• High- to native-level proficiency in English.
• Experience in ticket queue management.
• Ability to work independently and escalate when necessary.

Responsabilidades

• Design, implement, and maintain IT processes for service delivery.
• Manage and analyze ticket queues and process metrics.
• Facilitate improvements in Catalog forms with stakeholders.

Conocimientos

Excellent verbal and written communication skills

Problem identification and problem-solving

Data analysis

Interpersonal skills

Ticketing systems familiarity

Educación

ITIL Foundations Certification

Herramientas

ServiceNow

Descripción del empleo

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IT Process Analyst, Service Request Management Fulfillment

Date: May 31, 2025

Company: Corning

Requisition Number: 67590

The company built on breakthroughs.
Join us.

Corning is one of the world’s leading innovators in glass, ceramic, and materials science. From the depths of the ocean to the farthest reaches of space, our technologies push the boundaries of what’s possible.

How do we do this? With our people. They break through limitations and expectations– not once in a career, but every day. They help move our company,and the world, forward.

At Corning, there are endless possibilities for making an impact. You can help connect the unconnected, drive the future of automobiles, transform at-home entertainment, and ensure the delivery of lifesaving medicines. And so much more.

Come break through with us.

Our Optical Communications segment has recently evolved from being a manufacturer of optical fiber and cable, hardware and equipment to being a comprehensive provider of industry-leading optical solutions across the broader communications industry.This segment is classified into two main product groupings – carrier network and enterprise network. The carrier network product group consists primarily of products and solutions for optical-based communications infrastructure for services such as video, data and voice communications. The enterprise network product group consists primarily of optical-based communication networks sold to businesses, governments and individuals for their own use.

Our team’s mission is to provide best practices across our processes and tools to minimize non-value-add work, enabling IT to run like a business and deliver improved services to our internal customers. In support of that mission, we utilize an ITIL framework for the delivery of IT Service Management, including Incident, Request, Change, Problem, Knowledge, SACM, and Service Catalog.

An IT Process Analyst who is accountable for the ongoing operational / day-to-day management of one or more defined IT Service Management Processes, under the supervision of, and reporting to, the Process Owner. The process primarily in scope for this role is Service Request Management/Request Fulfillment, including the management of self-service Catalog Forms available on the Service Portal, with a secondary focus on Incident Management, as well as the possibility of work in other process areas or for the primary focus of the role to shift if there are needs in another process space.

Key Responsibilities

• Design, implement, maintain, measure, and improve IT process to ensure best practice adherence and efficient delivery of IT services to internal customers under the supervision of a Process Owner
• Accountable for ongoing operational management of one or more defined IT Service Management Processes, including:
  • Ensuring that all activities are carried out as required throughout the service lifecycle
    • Creating and delivering training and other presentations about the process
    • Communicating process changes
    • Ticket analysis
    • Ensuring Process adherence audits
    • Analysis of process data and information
    • Process performance monitoring and reporting
  • Generating monthly process metrics and other reports as needed
  • Maintenance of existing process knowledge across multiple mediums
  • Develop and update online training using PowerPoint and screen recording tools
  • Monitoring of shared mailbox, messaging channels, and maintenance of internal sites
• Facilitate efforts to implement or improve Catalog forms, working directly with requesters, form owners, and other stakeholders to gather requirements
• Manage a ticket queue, working on requests for new Catalog forms or updates to Catalog forms
  • Assess incoming requests for adherence to best practice standards, providing design review and approval decision
  • Suggest form design improvements that meet stakeholder requirements and adhere to best practice standards
  • Make a cost/benefit determination for the priority and need for forms

Experiences/Education - Required

• Excellent verbal and written communication skills with high- to native-level proficiency in English
• Familiarity with ticketing tools/systems and ticket queue management
• Quick learner, able to adapt to a changing environment
• Outstanding interpersonal skills and the ability to influence, lead, and collaborate well with others
• Effective listening skills: Ability to understand what someone needs or is asking for (or what questions to ask to gain that information) even if they have not communicated that information clearly
• Experience with business and data analysis; ability to identify sources of data and to use data to drive solutions
• Demonstrated effectiveness in problem identification and problem-solving
• Experience in developing or delivering improvements to process design
• Collaborate with customers to ensure requirements to manage tasks from conception to completion
• Ability to work independently but escalate when further input is needed
• Familiarity with ServiceNow (Catalog Development, including Flow Designer and Catalog Builder)
• ITIL Foundations Certification or similar introductory Service Management credentialing
• Certification in, or experience with, Quality tools and methodologies (5 Whys, Fishbone, Green Belt, DMAIC, PCPD, etc.)
• QA testing
• Technical writing and/or design documentation

Corning Puts YOU First!

We are committed to supporting your health, financial, career development, and life goals as you grow professionally and personally to achieve your highest potential. All benefits begin as soon as you start your career at Corning.

• Our monetary peer-to-peer recognition program is tied to our Values and celebrates you and your colleagues’ contributions.
• Health and well-being benefits include medical, dental, vision, paid parental leave, mental health/substance use, fitness, and disease management programs.
• Companywide bonus and attractive short- and long-term compensation programs are available based on your role and responsibilities.
• Professional development programs help you grow and achieve your career goals.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To request an accommodation, please contact us at [e-mail] .