IT Process Excellence Analyst

Insight Global; Phoenix (AZ); On-site; USD 90,000 - 120,000; Full time

Job summary

Insight Global is seeking an experienced IT Process Analyst to analyze, document, and improve IT processes across service management, security, and operations. You will partner with IT teams to identify gaps, drive standardization, and support audits and governance initiatives.

The role requires 5–7 years in IT operations or governance, strong analytical skills, and proficiency with process documentation, KPIs, and tools like ServiceNow.

Qualifications

• Bachelor’s degree in IT, Business, or related field or equivalent experience.
• 5–7 years of IT operations, service management, process analysis, or IT governance/compliance.
• Working knowledge of IT service management frameworks (ITIL) and best practices.
• Experience documenting/improving processes in a complex enterprise IT environment.
• Strong analytical, problem-solving, and organizational skills.
• Excellent written and verbal communication skills.

Responsibilities

• Analyze, document, and maintain IT processes, standards, and procedures across service management, security, and operations.
• Support design, implementation, and improvement of IT practices aligned with ITIL/COBIT and governing models.
• Partner with IT teams to assess gaps, risks, inefficiencies and recommend improvements.
• Develop and maintain process documentation, workflows, RACI, and SOPs.
• Support audits, risk assessments, and compliance by gathering evidence and tracking remediation actions.
• Track IT process performance with KPIs, metrics, and dashboards.
• Facilitate reviews, workshops, and stakeholder discussions to drive adoption.
• Assist with service delivery management, budgeting, and cross‑department coordination.
• Data analysis: create reports, visualize data, and establish KPIs.

Skills

Analytical skills

Problem-solving

Communication skills

Leadership

Stakeholder management

Data analysis

Presentations

Education

Bachelors in IT or related field

ITIL Foundation or higher

Tools

ServiceNow

Job description

Insight Global is seeking an experienced IT Process Analyst to analyze, document, and improve IT processes across service management, security, and operations. You will partner with IT teams to identify gaps, drive standardization, and support audits and governance initiatives.

The role requires 5–7 years in IT operations or governance, strong analytical skills, and proficiency with process documentation, KPIs, and tools like ServiceNow.