ITSM Process Improvement Lead

Global Payments Inc.; Knaresborough; On-site; GBP 55,000 - 75,000; Full time

Job summary

Global Payments Inc. is seeking an ITSM Process Improvement Analyst to join the ITSM Office, driving continual service improvement and governance across ITSM practices.

You will partner with multiple teams and senior leaders to define and implement ITSM strategies, improve user experiences, and enable operational efficiencies. The role requires strong collaboration, strategic thinking, and a customer-obsessed approach, with a focus on educating users and stakeholders on ITSM tools and best

Qualifications

• 5+ years ITSM practice experience
• Ability to drive complex ITSM frameworks and policies
• Strong background in cloud and ITSM software for enterprise
• Excellent written and verbal communication, influencing decisions
• Ability to work independently and with teams
• ITIL v3 fundamentals certification or higher

Responsibilities

• Develop and own Continual Service Improvement (CSI) process and procedures
• Facilitate ITSM continual improvement discussions for enhanced employee experiences
• Establish relationships with partners and position team as contributors to ITSM strategy
• Collaborate with owners to support improvements focusing on user experience and ops excellence
• Ensure ITSM processes follow best practices and fit the organization
• Provide feedback and insights into process and tool effectiveness
• Educate users and stakeholders on ITSM tools and best practices
• Engage and facilitate strategic discussions within IT SMO team
• Deliver clarity through ambiguity and drive accountability

Skills

Growth mindset

Stakeholder empathy

Customer obsession

Ambiguity clarity

Cross-group collaboration

Strong communication

Self-motivation

Education

BS in Computer Science or related

Tools

ITSM tools

ITIL Fundamentals

Job description

Global Payments Inc. is seeking an ITSM Process Improvement Analyst to join the ITSM Office, driving continual service improvement and governance across ITSM practices.

You will partner with multiple teams and senior leaders to define and implement ITSM strategies, improve user experiences, and enable operational efficiencies. The role requires strong collaboration, strategic thinking, and a customer-obsessed approach, with a focus on educating users and stakeholders on ITSM tools and best