IT Service Management Process Analyst

Henderson Engineers; Lenexa (KS); On-site; USD 70,000 - 90,000; Full time

Job summary

Henderson Engineers is seeking an ITSM Process Analyst to enhance their service management processes. The role involves incident management, process development, and collaboration across teams to ensure high-quality service delivery. Ideal candidates will have a strong background in IT service management and excellent problem-solving skills. Join a team that values innovation and a people-first culture.

Benefits

Flexible Work Hours

Casual Dress Code

Paid Volunteer Time

Health and Wellness Initiatives

Performance Bonuses

Qualifications

• 3 years of relevant experience in IT Service Management required.
• ITIL 4 Foundation certification preferred.
• Proficiency in workflow automation tools is desirable.

Responsibilities

• Manage the full lifecycle of incidents for timely resolution.
• Develop and maintain procedures for ITSM processes.
• Conduct periodic evaluations of process performance.

Skills

Analytical skills

Reporting skills

Process design

Problem-solving

Communication

Education

Bachelor's degree in information technology

Tools

ITSM applications

Excel

Power BI

Job description

At Henderson, we're about more than just buildings
We're about the people, experiences, and potential found inside. We're a company of problem-solvers and innovators known for our technical excellence and ability to come up with out-of-the-box solutions. We love the process of bringing buildings to life. And we're changing the industry by integrating the building design and construction process.

As an ESOP, each of our employee-owners are an essential part of our mission to lead the industry in innovation, sustainability, and client experience. With a vision to build a better world, Team Henderson has a people-first culture and diverse portfolio of world-class facilities.

It's What We Do

We provide total building system design services across multiple high-growth markets for industry leaders. You'll get to use your talent to work on projects for some of the biggest names in mission-critical, higher education, sports, healthcare, grocery, restaurant, and retail within the sectors we serve in business, community, grocery, health, retail, & venue.

It's How We're Different

We're about more than just buildings. We're about you. You, and the hundreds of passionate employee-owners who make us who we are. We've always been committed to providing an inclusive workplace where people can bring their full self to work and helps people reach their full potential - both as professionals and individuals. Together, we dream up innovative solutions for industry-wide problems, design spaces that become landmarks, and toast the good life at our happy hours. Take a peek into what makes us different here: https://youtu.be/AIt17t_uJ-A?si=oSMy5zQeUcb_faE3

Position Summary: The Information Technology Service Management (ITSM) Process Analyst supports the design, deployment, and operation of IT infrastructure-based service management processes, with a focus on incident and problem management. This position collaborates across teams to ensure efficient service delivery, adherence to ITIL best practices, and continual process improvement. It includes identifying incident trends, recommending automation, and reporting process health using an ITSM application. Additionally, the ITSM Process Analyst is responsible for assisting with administration and configuration within the ITSM application to ensure optimal performance, customization, and alignment with organizational needs, leveraging best practices to deliver results and drive customer satisfaction.

Incident Management & Operational Support

• Manage the full lifecycle of incidents, ensuring timely resolution and alignment with defined procedures.


• Monitor incident trends and proactively create problem records for recurring issues.


• Ensure end-user satisfaction during and after incident resolution; take corrective action based on feedback.


• Support resolution of major incidents by ensuring proper escalation, communication, and adherence to procedures.


• Identify and recommend opportunities for automating repetitive incident resolutions, collaborating with technical teams for implementation.


• Assist with administration of SaaS-based ITSM application.

Process Development & Standardization

• Develop and maintain procedures, work instructions, and templates to support consistent execution of ITSM processes.


• Ensure compliance with established process-specific standards, policies, and quality requirements.


• Conduct quality assessments to validate that process implementation meets defined quality and performance standards.


• Contribute to process documentation and training materials to ensure ease of adoption and consistency.

Reporting & Communication

• Leverage ITIL best practices and industry experience to identify, recommend, and implement improvements in process design and execution.


• Analyze service delivery workflows and apply process reengineering techniques to drive unification and consistency across teams and providers.


• Conduct periodic evaluations of process performance, ensuring KPIs and SLAs are met and aligned with organizational goals.


• Apply structured methodologies (e.g., Lean, Six Sigma) to support continuous improvement and modernization of ITSM processes.

Collaborate & Cross Functional Support

• Partner with other process owners and technical teams to troubleshoot and resolve cross-process issues.


• Facilitate recurring meetings and working groups to ensure alignment and collaboration across IT and business functions.


• Support preparation and delivery of materials for governance forums, including presentations and key metrics.


• Build relationships with internal stakeholders to drive process adoption and improvement culture across the organization.

Qualifications:

• Bachelor's degree in information technology, computer science, or a related field required. Relevant experience may be considered in lieu of degree.


• 3 years of relevant experience in IT Service Management, service desk operations or IT process improvement required. 5 years of experience required without a related degree.


• ITIL 4 Foundation certification preferred.


• Experience with ITSM applications or tools (e.g., HaloITSM, ServiceNow, JIRA ITSM, BMC Helix/Remedy, Freshservice, Ivanti/Cherwell), particularly in incident management and reporting.


• Strong knowledge of ITIL processes.


• Knowledge of workflow automation tools and integration between ITSM tools and other platforms.


• Analytical and reporting skills with experience identifying trends and proposing improvements.


• Experience creating documentation, facilitating meetings, and leading discussions related to process workflows.


• Ability to define and track key performance indicators (KPIs) and service level agreements (SLAs) related to incident processes.


• Excellent written and verbal communication skills, with the ability to present information to non-technical audiences.


• Strong analytical skills and proficiency with data visualization tools (e.g. Excel, Power BI, or Tableau).


• Proven ability to work independently and as part of a cross-functional team, including facilitating stakeholder meetings.


• Must demonstrate proficiency in all core competencies as described and characterized in this job description.

Let's Talk Perks

We take care of our people. As a Henderson employee, you'll enjoy some pretty awesome perks. Trust us, your friends will all have work envy.

Culture

Flexible Work Hours (Because we all need to balance work and life.)

Casual Dress Code (Be yourself, please.)

Paid Volunteer Time (We literally pay you to volunteer.)

Paid Parental Leave (Because we know both parents deserve to be there for a new child.)

Health and Wellness Initiatives (Get Fit and Stay Fit.)

Receptive and Forward-Thinking Leadership (Our doors are always open.)

Clear Career Path Options (We want you to excel.)

Benefits

Industry-leading 401K match and profit sharing (When the company succeeds, we all share in that success.)

Employee Stock Ownership Plan (Yes, our employees are the owners.)

Paid Training for Professional Development (We'll pay for the time you take getting better at what you do.)

Performance Bonuses (When you do well, we reward you for your work.)

Comprehensive and Extensive Insurance (We've got you covered.)

Paid Term Life and Disability (We've got your family covered, too.)

Health Savings Account & Flexible Spending Accounts (We'll help you take advantage of tax savings.)

Paid Time Off and Sick Time off (Take a break. You deserve it!)

Financial Wellness & Coaching Program (Financial security makes you a happier team member.)

More information can be found here - https://www.hendersonengineers.com/careers/.

Henderson Engineers, Inc. and Henderson Building Solutions are EEO Employers/Vet/Disabled and participate in the E-Verify program.

Applicants for positions with Henderson Engineers/Henderson Building Solutions must be legally authorized to work in the United States, and verification of eligibility will be required at the time of commencement of employment.

All offers will be contingent upon completion of the hiring process including verifications and background checks as required for employment.

To all recruitment agencies: Henderson does not accept unsolicited resumes from search firms or agencies. Any resume submitted to any employee of Henderson without a prior written search agreement will be considered unsolicited and the property of Henderson. Please, no phone calls or emails.

NOTICE TO CANDIDATES: RECRUITMENT FRAUD ALERT

Henderson representatives conduct all email communications exclusively through a company email address that ends with @hendersonengineers.com, @hendersonbuilding.com. We extend offers of employment only after a comprehensive interview process and will never ask you for a payment of any sort nor offer one for any reason. Henderson will not ask any applicant to purchase equipment, nor offer to reimburse any applicant for expenses incurred prior to employment. We will not request personal information until a legitimate offer of employment has been extended. If you suspect a recruitment attempt is fraudulent, you should cease communications. All legitimate job opportunities are posted on our company website's careers page.