ITSM Process Improvement Analyst

Global Payments; Knaresborough; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Medical coverage

Bonuses/equity

Wellness Week

Family inclusion

Paid time off

Job summary

Globalpayers, based in the United Kingdom, is seeking an ITSM Process Improvement Analyst to join a high-energy ITSM Office team. The role focuses on governance and continual service improvement across ITSM practices, driving user experiences and operational efficiencies.

The ideal candidate will drive cross-group collaboration, report to senior leaders, and thrive in a start-up by nature while leading improvement initiatives and educating stakeholders on ITSM tools and best practices.

Qualifications

• 5+ years of ITSM practice experience.
• Ability to drive complex ITSM frameworks and practice adoption.
• Strong technical aptitude with excellent communication to influence decisions.
• Ability to build trust and work with leadership and stakeholders.
• Independent, proactive, with collaboration and clear communication.

Responsibilities

• Develop and own Continual Service Improvement (CSI) process and procedures.
• Facilitate ITSM continual improvement discussions to enhance employee experiences.
• Establish relationships and manage dependencies with partners for ITSM strategy.
• Support improvement opportunities focusing on user experience and operational excellence.
• Collaborate with process owners to ensure ITSM processes follow best practices.
• Provide feedback on the effectiveness of processes and tools.
• Identify lessons learned to improve future ITSM practices.
• Educate users and stakeholders on ITSM tools, processes and best practices.
• Engage with strategic discussions as part of the IT SMO team.
• Thrive in ambiguity and create clarity for IT SMO team.
• Deliver success through empowerment and accountability.

Skills

ITSM experience

Communication skills

Problem solving

Cloud ITSM

Stakeholder management

Education

BS or higher in Computer Science

ITIL certification

Job description

• Location Knaresborough, North Yorkshire, United Kingdom

The IT Service Management Office team is seeking a high energy ITSM Process Improvement Analyst who is passionate about being a part of a high performing team that builds and governs IT Service Management practices that drive great user and stakeholder experiences and productivity. Our team is a start-up by nature, where we move fast and learn fast. Thi s is a highly collaborative role, where you will assist in leading the work across the ITSM organization and the larger technology enterprise to improve existing practices and define and implement new and emerging ITSM strategies and solutions. This role requires strong strategic thinking, cross group collaboration and a comfort level reporting out to senior leaders.

The ITSM Process Improvement Analyst is part of a larger team delivering IT Service Management practice governance and solutions to address and meet requirements of the larger organization, including industry specific audit requirements. Focus on establishing and maintaining a continual service improvement process for ITSM, in which opportunities to improve end user experience and operational efficiencies may be implemented across the organization. Along with process owners, support improvement opportunities by educating end users and stakeholders on ITSM tools, processes, and best practices.

You will get an opportunity to work closely with data and partner with internal teams as well as ITSM tools to continually drive feature and capability improvements. This is a challenge like no other, joining the team from the ground and because of your proximity to your partners and stakeholders; in some cases, the customer will be you. This role requires strong stakeholder and end user empathy, ownership, and eagerness to drive clarity through ambiguity.

The ideal candidate will be a self-driven individual with strong technical acumen, relationship building skills, and understanding our business:

Demonstrates a growth mindset and takes pride in creating an environment where everyone does their best work and feels empowered to bring their authentic selves

Passionate about making others successful

Customer-obsessed with the focus to cut through the noise and build what our stakeholders’ need and not always what they want

Hungry to succeed i.e. you should be willing to take risks, fail fast (if needed) and try again

Excellence in leading partner collaboration across multiple teams both within and outside our organization boundaries

Responsibilities

Develop and own Continual Service Improvement (CSI) process and procedures

Facilitate ITSM continual improvement discussions that will result in rich, intuitive employee experiences utilizing IT Service Management tools suite and surrounding apps

Establish relationships, influence, and manage dependencies with partners and position our team as contributors to the ITSM practice strategy

Partner with process owners to support improvement opportunities with focus on user experience and operational excellence across the organization; advocating for continual improvement in ITSM processes and reporting

Collaborate with process owners and stakeholders to ensure the ITSM processes follow best practices and are the right fit for the organization

Provide feedback, insight, and solutions into the effectiveness and efficiency of processes and tools

Identify lessons learned that could improve processes for future products and services

Support building an approach for sharing lessons learned between ITSM practices with a focus on identifying and tracking improvement opportunities and results

Educate users and stakeholders on ITSM tools, processes, and best practices

As a member of the IT SMO team, you will use your skills to engage and facilitate strategic discussions

Thrive in ambiguity and create clarity for IT SMO team

Deliver success through empowerment and accountability by modeling, coaching, and caring

Model - Live our culture; Embody our values; Practice and Promote our ITSM principles

Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn

Care - Champion and advocate for our customers in evolving their experience with ITSM practices and tool suites and the ability to use tools and automation to solve challenges

Be positive, inclusive, and collaborative so you can do its best work

Qualifications

Required Qualifications

5+ years of ITSM practice experience

Ability to drive complex ITSM frameworks, practice and policy adoption, and thrive in a work environment that requires strong problem solving skills and independent self-direction, coupled with an aptitude for team collaboration and open communication

Strong background in cloud and ITSM software for enterprise - part of your role will be collaborating with ITSM tools teams in building experiences that can connect to and integrate with a variety of other tools and technologies

Strong technical aptitude with excellent visual and verbal communication skills with ability to influence business and technical decision makers

Ability to build trust and work collaboratively with a broad spectrum of leadership and stakeholders

Ability to work well independently as well as part of a team bringing a sense of urgency to the tasks at hand

High level of initiative, self-motivation, resourcefulness, collaboration and patience

Strong oral and written communication skills

ITIL v3 fundamentals certification or higher

Preferred Qualifications

BS or higher in Computer Science, Engineering, or related technical experience

Explore the benefits we offer to Globalpayers in the United Kingdom

My Health

We offer access to medical coverage that supports the health and wellbeing for you and your family

My Money

In addition to base salary, you may be eligible for bonuses and/or equity awards, determined by role, level, impact, and our policies.

My Lifestyle

We have a dedicated Wellness Week each year – which includes an extra paid day off - so you can take time to relax, recharge and invest in your wellbeing

My Family

FLEX, our family inclusion community, offers support for all Globalpayers at every stage, from raising families to caring for loved ones

My Time Off

We offer paid time off and public holidays so you can rest, recharge and spend time on what matters most.