Service Reliability Analyst II - ITIL

The Process & Analytics team focuses on using operational data to understand the player experience and provide that visibility to Riot. As a Service Reliability Analyst II, you will work with teams across Riot to build and execute effective ITIL processes, measurements of service health, and a highly contextual picture of the player experience.

Requirements

• 2-4 years of hands-on experience in IT service management, data analysis, or technical operations, with a focus on maintaining and optimizing IT infrastructure.
• Strong proficiency in incident, problem, change, and release management, with the ability to design and implement process flows using industry-standard methodologies.
• Solid understanding of software development life cycles (SDLC) and how various components interact within larger ecosystems, ensuring seamless operation and scalability.
• Clear awareness of system and service ownership within a multi-team environment, including the effective use of APIs/SDKs and adherence to SLAs.
• Deep enthusiasm for operations and technology, with a proactive approach to continuous improvement in system reliability and performance.
• ITIL-based Ticketing Systems: In-depth experience with ServiceNow, JIRA, or similar platforms for tracking and managing IT service processes.
• Experience with data visualization tools, query languages, monitoring solutions, and event management tools.

Benefits

• Riot has a focus on work/life balance, shown by our open paid time off policy, in addition to other perks such as flexible work schedules.
• We offer medical, dental, and life insurance, parental leave for you, your spouse/domestic partner and children, and a 401k with company match.
• Check out our benefits pages for more information.