ITSM Process Analyst

The opportunity The Process Analyst role performs operational and analysis related activities for IT Service Management function including but not limited to Incident Management, Problem Management, Change Management and Systems Availability across the Enterprise Service Delivery and Information Technology departments.

You will support and perform process improvement activities, report generation, maturity improvements, process data analysis, communication, and facilitation of process activities.

Who you'll work with In a diverse team, you will work closely with Enterprise Service Delivery IT leadership team to define and report on key Service Management process metrics and supporting analysis. Participate to manage completion of process activities and/or management of process metrics

What you'll do Creates and maintains ITSM process reporting, optimizes the management of data sources and data accuracy Automates reporting from data sources where possible Defines and maintains common Service Management reporting formats, data sources, and definitions Proactively analyzes process activities and process data to identify reporting improvements, process improvements and key areas of focus for the leadership team. Looking at efficiency, quality, consistency and adherence Coordinates with Managed Services Providers where ITSM data is produced by the Provider and/or ITSM processes are part of Provider SLAs or Key Measures Contributes, creates and organizes key process documentation and communication Facilitates process forums, regular meetings and manages meeting actions

What you'll need Bachelor’s degree in computer science with a focus on analytics ITIL certified to a minimum of foundation level. 3 years of direct experience in IT Service Management process support or operational activities 3 years experience developing data intensive reports in Excel. Advanced Excel reporting, programming and data management skills including links to external data sources Experience with Service Now is preferred Experience defining, implementing and reporting on relevant IT Metrics & KPI’s Practical experience with workflow and process design Project management experience (Preferred) Superior analytical and problem-solving abilities Self-starter, with strong quantitative, analytical, and problem solving skills leading to sound judgments/decisions and innovative process improvement recommendations Effective planning and organizational skills Excellent verbal and written communication skills; ability to explain complex, highly technical information to non-technical colleagues using clear, simple language Ability to effectively influence without authority yielding required results and building strong relationships