Senior Operational Analyst

Job ID


Zebra Technologies Corporation is seeking candidates for process leadership and delivery with Change Management, Problem Management, and other key areas of Service Management.  The selected candidate will ensure Change and Problem management processes are operating effectively and achieving internal goals.  The position will be located in Zebra’s Lincolnshire, Illinois office. 


Specific responsibilities include:


ITIL Change Management Operations

  • On a weekly cadence, review all proposed changes impacting Zebra IT production services and prepare agenda for Change Advisory Board (CAB) meeting. 
  • Perform pre-review analysis, host and lead CAB discussions, document meeting outcomes, and update change records based CAB approvals. 
  • Facilitate conversations to identify and resolve potential change collisions. 
  • Collaborate with team members responsible for organizational communications to ensure IT and Business team members are informed on planned activities that may alter or temporarily disrupt normal operations.


ITIL Change Management Governance


The selected candidate will deliver leadership and governance of the IT Change Management activities.  The role involves:

  • Calculating and publishing key performance metrics with the Change Management process. 
  • Performing additional actions to ensure that change records and tasks are effectively managed and in accordance with process expectations. 
  • Collaborate with Zebra’s internal audit on process assessments.


Problem Management


  • The candidate will contribute to cross-functional reviews problem case analysis and share the chairing of weekly meetings. 
  • When appropriate, he/she will perform as a problem manager by being accountable for problem analysis of some issues.  In that role, he/she will coordinate cross-functional team member engagement from both application and infrastructure teams and drive for effective results. 


Configuration Management


Perform duties and champion initiatives as assigned with development and sustained maintenance of Zebra’s configuration management database (CMDB) that is comprised of Server, Storage, Network, Database, Application, and End User items.




Selected candidate will be an integral member of Zebra’s Service Management team and provide additional functions in support of team success.


  • Preferred Education:
    • Bachelor's Degree required or equivalent experience. Advanced Degree preferred.
  • Preferred Work Experience (years):
    • Minimum 5+ years of experience with Change Management, Incident Management or Problem Management delivery
    • Experience enterprise Service Management tools (ServiceNow a plus)
  • Key Skills and Competencies:
    • Proven experience with ITIL methodologies (ITIL Certification a plus)
    • Demonstrated focus on customer satisfaction
    • Excellent communication skills
    • Experience with end user issues
    • Demonstrated technical experience
    • Demonstrated experience working independently and collaboratively on projects
    • Broad knowledge of applicable IT systems/applications
    • Proven ability to perform effectively in a fast-paced, high growth, rapidly changing environment
    • Experience identifying and implement process improvements

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