ITSM Process Improvement Lead

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

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.