Sr. IT Service Management Analyst

Job Summary:

Foot Locker Inc. is seeking a results-driven and analytical Sr. Analyst to join our Service Management team. This individual will focus on enhancing our Problem Management function by identifying and resolving root causes of technology issues, and implementing permanent solutions to improve business functionality. The ideal candidate will be comfortable working across multiple teams, possess a strong sense of ownership, and have a deep understanding of service management principles.

Duties and Roles:

• Identify root causes of recurring issues and propose long-term solutions.
• Prevent recurrence of problems by collaborating with cross-functional teams.
• Identify systemic, architectural, and process inefficiencies and recommend improvements.
• Develop workarounds or alternative solutions for incidents.
• Generate and analyze reports and metrics to detect patterns and inform future problem prevention strategies.
• Work closely with Incident and Change Management teams to streamline processes while maintaining compliance with Security and Audit standards.
• Initiate and lead projects to resolve high-impact issues.
• Ensure RCA (Root Cause Analysis) documentation is thorough and complete.
• Create and manage MAPs (Management Action Plans) to address RCA findings and ensure their timely completion.
• Use historical data to anticipate and prevent potential incidents.
• Continuously refine problem management strategies in collaboration with stakeholders.
• Partner with the ServiceNow Agile Development team to align tooling with process needs.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum 3 years of experience in ITIL, Service Management, Agile, and DevOps practices.
• Proficiency in ServiceNow is required.
• Strong leadership and communication skills for cross-functional collaboration.
• Ability to articulate technical information to non-technical stakeholders.
• Strong understanding of systems, networks, hardware, and software from an automation and monitoring perspective.
• Experience managing projects across time zones and departments.
• Demonstrated adherence to ITIL change, problem, and incident management procedures.
• Self-starter with a sense of urgency and a business-enabling technology mindset.
• Track record of improving operational efficiencies at an enterprise level.
• Customer-centric and results-oriented approach.

About Us:

Foot Locker, Inc. is a global leader in athletic footwear and apparel, empowering youth culture and building community through sport and lifestyle. We’re committed to fostering innovation, personal growth, and development opportunities across our diverse, inclusive teams. Join a company that puts people first—our employees, our customers, and our communities.

EEO Statement:

Foot Locker, Inc. is an Equal Opportunity Employer. We are committed to creating a diverse environment and are proud to be an inclusive company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.