Senior IT Service Management Analyst - Process Excellence

Southwest Power Pool, Inc.; Little Rock (AR); Hybrid; USD 70,000 - 88,000; Full time

Benefits offered by this job

Hybrid work environment

Relocation bonus

401(k) with employer match and pension

Job summary

Southwest Power Pool, Inc. is seeking a Service Management Analyst II/Senior to lead ITSM processes across IT and business teams. The role emphasizes incident, change, configuration, asset, and problem management and ongoing process improvement.

You will influence governance, drive measurable outcomes, and mentor peers while handling special projects under minimal supervision. This position offers hybrid work options and strong benefits.

Qualifications

• Bachelor’s Degree in a Business or Information Technology related field or equivalent experience.
• Level II requires 3 years Information Technology experience or equivalent.
• Senior requires 6 years Information Technology experience or equivalent.
• ITIL training and certifications are preferred.

Responsibilities

• Develop and maintain IT Service Management Processes based on continuous improvement concepts.
• Manage compliance and audit requests for ITSM processes.
• Oversee Change and Configuration Management practices, monitor environments, and assess risk.
• Provide Change Management reports to management and staff.
• Manage Problem Management processes and track progress of issues.
• Provide training in ITSM processes to employees as needed.
• Ensure processes and policies are followed and mentor peers.
• Assist with installation, configuration, maintenance of ITSM systems and projects.

Skills

Organizational skills

Interpersonal communication

Problem solving

Technical writing

Education

Bachelor’s Degree in Business or IT related field

Equivalent experience

Tools

ITIL

SDLC awareness

Quality assurance

Job description

Southwest Power Pool, Inc. is seeking a Service Management Analyst II/Senior to lead ITSM processes across IT and business teams. The role emphasizes incident, change, configuration, asset, and problem management and ongoing process improvement.

You will influence governance, drive measurable outcomes, and mentor peers while handling special projects under minimal supervision. This position offers hybrid work options and strong benefits.