ITSM Analyst

TechDigital Group; Minnesota; On-site; USD 80,000 - 110,000; Full time

Job summary

An established industry player seeks a Principal ITSM Analyst to enhance IT service management practices and drive operational excellence. In this strategic role, you will collaborate with IT and business stakeholders to design and improve ITSM processes, ensuring alignment with organizational goals. Your expertise will guide the development of performance metrics, facilitate stakeholder communication, and champion process improvements across the enterprise. This is a unique opportunity to make a significant impact on service delivery and user satisfaction within a dynamic and innovative environment. If you are passionate about IT service management and eager to drive change, this role is perfect for you.

Qualifications

• 5+ years of experience in IT Service Management or related fields.
• Strong understanding of ITIL frameworks and process improvement methodologies.

Responsibilities

• Define and govern ITSM processes to ensure operational excellence.
• Monitor compliance and improve organizational processes and policies.
• Drive continuous improvement initiatives across the enterprise.

Skills

ITIL best practices

Process management

Stakeholder communication

Data analysis

Documentation skills

Education

Bachelor's degree in IT or related field

ITIL certification

Tools

ITSM platforms

Performance dashboards

Job description

The Prin. ITSM Analyst works in close partnership with IT and business stakeholders and the Service Delivery team to drive operational excellence and continual improvement. The purpose of the role is to evaluate and make improvements to ITSM practices, ensuring operational efficiency in alignment with business requirements. The Prin. ITSM Analyst will design processes, create documentation, conduct routine analysis, communicate with stakeholders, and drive continuous improvement. It is a strategic, innovative role focused on achieving organizational goals to govern the performance of assigned ITSM practices and supports a high level of user performance and satisfaction.

PRIMARY RESPONSIBILITIES

1. Define the purpose, objective, scope, and principles of one or more ITSM processes, ensuring all aspects are fit for purpose and use.
2. Enforce, monitor, report on, and improve organizational compliance with governing policies and processes.
3. Govern the process maturity roadmap in alignment with ITIL/ITSM best practices, organizational policies, regulatory requirements, and business need.
4. Build and leverage strong relationships to achieve shared objectives, influence others to act, and gain insights into customer and business pain points, challenges, and requirements.
5. Serve as an enterprise level ITSM Process Subject Matter Expert (SME) around effective use and management of process to support patient care.
6. Assist other IT Service Management teams when necessary to support resource capacity and IT service delivery.

JOB DUTIES

1. Design, sponsor, and champion processes requirements and improvements across the Enterprise.
2. Accountable for day-to-day process management activities, ensuring appropriate resources are engaged and communication provided to all levels of the organization.
3. Regularly review and update policies, processes, and procedures to align with business needs, ensuring all revisions are communicated and deployed, including requisite training of all impacted parties and stakeholders.
4. Function as the primary point of escalation for day-to-day process operations as needed.
5. Regularly review SLA targets, backlog, and current KPIs with the Service Delivery Managers (SDM) and IT leaders.
6. Define CSFs/KPIs to evaluate the effectiveness and efficiency of the process, review metrics, and initiate actions required based on data analysis.
7. Create and maintain process performance dashboards and report on status, challenges, and opportunities to IT Leadership.
8. Audit records for process compliance and initiate actions for improvement.
9. Monitor and review the execution of the assigned process at a high-level, ensuring it remains consistent with the organization’s current culture and IT Service Management strategy.
10. Initiate process improvement opportunities based on ITIL/ITSM best practices and conduct current state analysis to gather business requirements and constraints.
11. Drive process requirement conversations with stakeholders to mature process workflows.
12. Gather, analyze, and translate business requirements into documentation and conceptual ITSM platform design and development.
13. Document ITSM platform enhancement requirements, participate in module design, UAT testing, and conduct user training.
14. Ensure efficient and effective integration between assigned process and related ITSM process areas.
15. Support an environment that encourages information sharing, team-based resolutions, cross-training, and effective problem resolution.
16. Effectively communicate across company and department boundaries at all levels.
17. Maintain awareness of best practices principles and approaches to process quality and effectiveness.