IT Service Management (ITSM) Process Analyst

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  • Phoenix, AZ
  • Permanent
  • Full-time
  • 1 month ago
Job DescriptionThe IT Service Management department is seeking an IT Service Management (ITSM) Process Analyst to join their team. The selected candidate will analyze, define, implement and refine ITSM processes for ITS using the ITIL framework as guidance. They will provide operational support for the processes they are responsible for. They will serve as a process manager and subject matter expert for several ITIL processes, including Demand Management, Capacity Management, and Change Management. In addition, they will be accountable for the successful implementation of assigned ITSM projects.Job Responsibilities
  • Analyzes, designs, implements and refines complex ITSM processes using the ITIL framework as a guideline.
  • Documents processes including any supporting software configurations and customizations.
  • Identifies, compiles and presents the appropriate metrics to measure process health and recommends appropriate improvement actions.
  • Analyzes and identifies trends and process gaps with a focus on Continual Service Improvement. Leads process improvement initiatives.
  • Acts as the process subject matter expert. Consults with process participants to understand requirements. Stays current on ITSM software features and roadmaps.
  • Serves as Product Owner on the ServiceNow support scrum team for the assigned processes.
  • Writes test cases and coordinates acceptance testing of ServiceNow configuration changes and new releases.
  • Aligns efforts with other ITSM Process Managers to ensure common direction.
  • Provides outstanding customer service to both technical and non-technical customers.
  • Develops organizational change management materials and customer training.
  • Keeps abreast of industry advancements and industry best practices.
EducationCompletion of a Bachelor's Degree from an accredited institution that prepares the employee for the assignment.ExperiencePromotion to level 2 requires a minimum of two years of experience at level 1; demonstrated capability to perform advanced and more difficult work as determined by the supervisor. Promotion to senior level requires a minimum of three-years of experience at level 2; is fully competent in all aspects of functional area of assignment and as such would be recognized as a specialist in area of assignment and may have periodic or occasional lead responsibilities.Additional InformationKnowledge & Skills:
  • 5 years of experience as an ITSM Process Analyst, Business Process Analyst or Business Analyst is preferred.
  • A strong background in the ITIL framework and the IT operating model is preferred.
  • Experience with agile methodologies such as Scrum and Kanban is desired.
  • Experience facilitating and developing teams of Subject Matter Experts that collaborate on process improvements is preferred
  • Extensive knowledge of processes used to design, plan, deliver, operate and control information technology (IT) services offered to customers.
  • Knowledgeable in the use of ServiceNow ITSM features.
  • Demonstrated analytical problem solving skills.
  • Excellent written/verbal communication and interpersonal skills.
  • Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude are essential.
All candidates must be legally authorized to work in the United States.Currently, company does not sponsor H1B visas.In addition to competitive pay and performance incentives, eligible employees can take advantage of the following benefits:
  • 401(k) plan with employer matching
  • Retirement pension
  • Paid vacation
  • Parental leave
  • Holiday pay
  • Sick leave
  • Medical, vision, dental and life insurance
  • Wellness programs
  • Pre-tax benefits
  • Short and long-term disability plans
  • Tuition assistance
Nearest Major Market: Phoenix

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