M
Hiring companyMattel
Verified today
Senior Analyst, Service Request & Knowledge Management
Hyderabad,India,India Full-time On-site
About the role
Service Request & Knowledge Management team at Mattel Global Business Services oversees ITIL-based Service Request and Knowledge Management processes. The Senior Analyst governs end‑to‑end request workflows, maintains the Service Catalog, and collaborates with ServiceNow developers to enhance automation and AI‑enabled capabilities. Hyderabad, India, on‑site role focusing on cross‑functional coordination and continuous improvement of self‑service portals.
What you’ll do
- Own and improve Service Request Management processes
- Define and enforce Service Catalog standards
- Partner with ServiceNow development for workflow design
- Govern Knowledge Management lifecycle and article standards
- Track and report Service Request and Knowledge KPIs
- Promote AI‑enabled capabilities like virtual agents
- Ensure compliance with audit and risk requirements
What you’ll bring
- 5+ years Service Request Management
- 5+ years Knowledge Management
- 5+ years ServiceNow platform experience
- ITIL v3 or ITIL 4 certification
- Bachelor's degree in IT or related field
Nice to have
ServiceNow certification (Service Catalog/Knowledge)
Skills
ITIL Service ManagementServiceNow Service CatalogKnowledge ManagementProcess GovernanceCross‑functional CollaborationAI‑enabled ITSM
Benefits
- Competitive salary
- Health, dental, vision benefits
- 401(k) matching