IT Service Mgmt Analyst II at Expedia Group

| Bellevue
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ExpediaIT Service Management Analyst II – Problem Management

We love travel - do you?

Come join our friendly team and help us deliver the extraordinary technical solutions for the world's # 1 online travel company, Expedia Group (EG). Bring your skills, experience, enthusiasm and passion. You'll see your work in the hands of millions of people worldwide as we continue to deliver the future of amazing customer experiences. You will also contribute to building a fun and creative environment where forward-thinking and motivated people want to work.

The IT Service Management Analyst will work in and across our various IT Service Management teams in the Platform Foundation & Strategy division to contribute to the effective and timely completion of our service management deliverables to our fellow IT Service Management teams and EG engineering groups.

This role’s primary focus will be on supporting and driving our Problem Management processes and activities across EG, however you will also have the opportunity to learn and give to our other functional areas of Availability Management, Change Management, and Service Asset & Configuration Management, thus gaining experience and expertise in various IT Service Management disciplines and being exposed to a variety of initiatives.

Who you are:

You are well-versed in, and passionate about Problem Management – helping our internal service owners to identify root causes, learn from their experience, and eradicate recurring failure modes. You’re also passionate about IT Service Management in general -- and will have prior hands-on operational support experience in other functions like Incident Management, Event Management, Change/Release Management and Configuration/Asset Management. You are confident and capable of communicating in technical terms with both DevOps and Dev Engineering teams. You are also experienced in continual process improvement, and have a history of identifying IT process and quality gaps, and driving/implementing material improvements to them.

You will be well-versed in providing responsive customer support, and are familiar working in an Agile delivery environment, participating in iterative Agile sprints to deliver tangible results, on-time, while meeting quality/customer expectations.

What You’ll Do / Responsibilities:
  • Primary responsibility will be to support and drive the Problem Management process and activities across EG’s service owners and support teams, in order to eradicate recurring failure modes/incidents, and to drive standardization, consistency and improvement in how EG teams perform these activities and share their insights with the broader internal engineering and support community.
  • Provide support to internal customers/partners of the other ITSM functions handled in the team as outlined above. Initially this will involve performing task-based operational support for one or more of the daily functions, leading to more project-based work involving requirements-gathering, solution definition, and execution.
  • Increase speed and improve quality for IT Service Management support efforts through processes development and execution.
  • Handle multiple concurrent tasks and workstreams.
  • See opportunities and draft requirements to automate manual tasks and processes.
  • Build, analyze, and report on metrics to measure the usage, adoption, success, and development of our functions.
Qualifications - You will possess:
  • 5+ years of experience in Problem Management, IT Service Management or DevOps.
  • Excellent soft skills and the ability to inspire communication across groups.
  • Strong technology process management skills and ability to successfully lead up, down and across the organization.
  • Prior experience creating actionable reporting and analytics as it pertains to operations management.
  • Excellent written, verbal, analytical and communication skills. Strong editing skills.
  • Demonstrate impact and influence skills to inspire changes, and consensus across organizations.
  • Demonstrated skills and success in process improvement design and workflow analysis.
  • Ability to work independently and solve problems in a timely and professional manner.
  • Bachelor’s degree from an accredited college or university.

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with modesty and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground, so we can act fast and stay simple. We also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®,®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®,®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions,™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.


Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

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Technology we use

  • Engineering
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • AWSLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • CakePHPFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • DB2Databases
    • HBaseDatabases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • TeradataDatabases


Our new Seattle campus in Interbay is on the beach with sweeping views of the Puget Sound and Cascades.

An Insider's view of Expedia Group

What's something quirky about your company?

Everyone is obsessed with travel…Really! No matter who you are working with or run into in the halls you somehow always land on travel, where you have been, where you want to go or what is the next trip you are planning. Talk about a company with passion!



What's the biggest problem your team is solving?

In today's world, when you travel, you need things at your fingertips! Imagine you pull up your phone, click a few buttons, type some messages and get the answers to your travel needs quickly. That's what my team and I do - we give customers a rich experience to chat with a virtual assistant on any device and solve their travel problems right away!


Sr Technology Lead

What makes someone successful on your team?

Accept whatever starting point you have and creatively work with it to organically take a feature area, the team’s culture, and cross-org relationships to the next level. Don’t just take at face value your instructions, but turn every stone to solve user problems with joy and passion. The resulting impact is a sure sign of success.


Senior Technical Program Manager

What are some things you learned at the company?

What got you here today, will not get you there tomorrow. I believe this applies both organizationally and professionally; in order to maintain success, you must continuously evolve, challenge yourself, and take learnings from your mistakes.


Sr. Director, Finance

What are Expedia Group Perks + Benefits

Volunteer in local community
Day of Caring Volunteer Hours match
Friends outside of work
Eat lunch together
Intracompany committees
Check out our employee resource groups here:
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes.
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

We believe everyone deserves - NEEDS - time away from the office and we encourage employees to take advantage of their paid time off. We offer travel discounts to make it even easier to get out and see the world.

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