Service Management Analyst II/Sr.

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

SPP is about more than power. We’re about the power of relationships. Our employees have the opportunity to work together to ensure electricity is delivered reliably and affordably to the millions of people living in our service territory. We have been voted one of Arkansas’ Best Places to work by Arkansas Business and we are looking for a member of our team who is passionate about our mission to keep the lights on!

We have a core ideology here at SPP that we stand by: Do the right thing, for the right reason, in the right way.

We believe in supporting our employees through a fantastic benefits package:

• Competitive and transparent pay with bonus opportunities
• Excellent insurance package including three great medical plans to choose from, employer-paid short-term disability, long-term disability, and life insurance
• Relocation bonus (if applicable)
• Hybrid working environment for positions that are eligible
• Fantastic contributions to your retirement through a 401(k) savings plan with employer-match benefits and a pension (defined benefit plan) fully funded by SPP

**PLEASE NOTE:** SPP is not able to sponsor employment visas or student-work authorizations (STEM OPT) for this position. Please ensure you are eligible to work in the U.S. without sponsorship prior to applying.

COMPENSATION INFORMATION

Service Mgmt Analyst II Salary range: $70,320 – $87,895
Sr. Service Mgmt Analyst Salary range: $77,900 – $99,325

Overview

The Service Management Analyst is responsible for process management, development, and implementation of advanced IT Service Management processes and the continued measurement and evaluation of those processes. The role supports the development, management, and administration of ITSM processes, including Incident, Change, Problem, Configuration, Asset, and Request Management, as applicable. The Service Management Analyst facilitates communication between the IT department and its customers to define and maintain processes and business relationships as needed and requires extensive contact and work with employees at all levels of the organization. The position is expected to exercise good judgment in developing and implementing best practices, prioritizing assignments, and resolving issues. At the Service Management Analyst II level, the role assists with the development, management, and administration of ITSM processes. At the Senior level, the role ensures IT business practices are designed for high quality and that continuous improvement is pursued based on measurement and analysis methods and techniques, while working with minimal supervision.

Core Responsibilities — Service Management Analyst II

• Assist in developing and maintaining IT Service Management Processes based on continuous improvement and process quality concepts and methods.
• Assist in managing compliance and audit related requests for IT Service Management processes.
• Change and Configuration Management Processes
  • Monitor the controlled technology environments for SPP business systems to ensure Change Management processes are followed.
  • Assist in determining the appropriate priority and risk level of changes.
  • Review changes for process integrity.
  • Provide Change Management reports to management and other staff.
• Problem Management Process
  • Ensure Problem Management processes are being followed.
  • Maintain inventory of problems under analysis and their current progress and status.
  • Identify trends, coordinate meetings, and follow up on issues and progress with problem owners where necessary.
  • Assist in managing the Asset Management process.
• Analyze and review metrics as part of a continuous improvement lifecycle to assure that processes operate efficiently and meet their intended purpose.
• Provide training in business process management and ITSM processes to SPP employees as needed.
• Ensure processes and policies are being followed.
• Provide ITSM process expertise to SPP staff, organizations, committees and working groups.
• Assist the Manager, IT Service Management as required.
• Manage special projects as assigned.

Core Responsibilities - Senior Service Management Analyst

• Develop and maintain IT Service Management Processes based on continuous improvement and process quality concepts and methods.
• Manage compliance and audit related requests for IT Service Management processes.
• Work with vendors and IT staff to review, update, and document timelines for IT project initiatives.
• Manage the Change Management Process:
  • Maintain change and configuration management process documentation.
  • Monitor the controlled technology environments for SPP business systems to ensure Change and Release Management processes are followed.
  • Assist in determining the appropriate priority and risk level of changes.
  • Provide leadership and coordination to assure that changes and releases are completed, documented, and tested for process integrity.
  • Provide Change Management reports to management and other staff.
• Assist in managing the Configuration Management Process.
• Assist in managing the Incident Management Process.
• Assist in managing the Problem Management Process.
• Assist in managing the Asset Management Process.
• Analyze and review metrics as part of a continuous improvement lifecycle to assure that processes operate efficiently and meet their intended purpose.
• Collect and define requirements and participate in the technical design, test planning, and user documentation processes of our ITSM platform.
• Assist with the installation, configuration, maintenance, and support of assigned application systems.
• Provide training in business process management and ITSM processes to SPP employees as needed.
• Ensure processes and policies are being followed.
• Mentor peers at the same level and below.
• Provide ITSM process expertise to SPP staff, organizations, committees and working groups.
• Assist the Supervisor, IT Service Management as required.
• Manage special projects as assigned.

Required Qualifications

• Bachelor’s Degree in a Business or Information Technology related field, or equivalent experience.
• Level II: 3 years Information Technology experience is required or an equivalent combination of education and work experience
• Senior: 6 years Information Technology experience is required or an equivalent combination of education and work experience

Preferred Qualifications

• Both:
  • Training, certifications, and/or significant experience with Change, Release, Configuration and Problem Management processes and tools
  • Experience with the Software Development Life Cycle (SDLC)
  • Working knowledge of quality assurance, quality control, continuous integration processes, and source code management
• Level II:
  • Two (2) or more years of utility industry experience
  • ITIL training and certifications
• Senior:
  • ITIL Foundation or other ITIL certification and business process management experience is desired
  • Five (5) years of utility industry experience
  • Advanced ITIL training and certifications

Other Requirements

• Specific working knowledge of ITIL best practices is required
• Strong organizational skills and interpersonal communication skills, including technical writing and problem solving, are essential
• Flexibility and the ability to function with constantly changing and multiple priorities
• Understanding of and compliance with SPP Policies and Procedures
• Expertise in Change and Configuration Management and Problem Management

SPP is an equal opportunity employer that makes employment decisions without regard to race, religion, color, national origin, citizenship, sex, gender identity, sexual orientation, veteran status, age, disability status or any other characteristic protected by applicable law. Further, SPP makes good faith efforts to employ and advance in employment qualified protected veterans and qualified individuals with disabilities. If you need a reasonable accommodation for any part of the application process, please contact us at [e-mail] and let us know the nature of your request. We will only respond to messages left that involve a request for a reasonable accommodation in the application process.

At SPP we believe in a culture of belonging. Learn more here: Culture of Belonging - SPP.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.