ITSM Process Improvement Analyst

Global Payments Inc.; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Global Payments Inc. is seeking an ITSM Process Improvement Analyst to join a fast-moving, highly collaborative team.

This role drives continual service improvements across ITSM practices and partner ecosystems, ensuring top-tier user experiences and operational excellence. The ideal candidate will lead cross-functional discussions, educate stakeholders on ITSM tools and processes, and report progress to senior leaders.

Qualifications

• 5+ years of ITSM practice experience.
• Ability to drive complex ITSM frameworks, practice and policy adoption.
• Strong problem solving skills and independent self-direction.
• Experience with cloud and ITSM software for enterprise.
• Strong oral and written communication skills with ability to influence.
• ITIL v3 fundamentals certification or higher.

Responsibilities

• Develop and own Continual Service Improvement (CSI) process and procedures.
• Facilitate ITSM continual improvement discussions that improve employee experiences.
• Establish relationships, influence, and manage dependencies with partners for ITSM strategy.
• Partner with process owners to support improvement opportunities focusing on user experience and operational excellence.
• Collaborate with process owners to ensure ITSM processes follow best practices.
• Provide feedback, insight, and solutions into the effectiveness of processes and tools.
• Identify lessons learned to improve future processes and services.
• Educate users and stakeholders on ITSM tools, processes, and best practices.
• Engage and facilitate strategic discussions within the IT SMO team.
• 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 ITSM principles.
• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
• Care - Champion and advocate for customers in evolving their ITSM experience.

Skills

ITSM experience

Framework adoption

Cloud ITSM software

Stakeholder communication

Independent work

Problem solving

Leadership collaboration

Communication skills

ITIL certification

Education

BS or higher in CS/Engineering

Job description

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. This 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