What are the responsibilities and job description for the ITSM Process Analyst position at KellyMitchell Group?
Job Summary
Our client is seeking an ITSM Change Management Analyst. In this role, you will collaboratively analyze the utilization of existing IT Service Management processes and tools.
Duties
Our client is seeking an ITSM Change Management Analyst. In this role, you will collaboratively analyze the utilization of existing IT Service Management processes and tools.
Duties
- Leverage ITIL and other best-practice frameworks
- Develop ITSM practice artifacts including related policies and procedures
- Manage the team's change advisory board
- Create and maintain documentation for both organization-wide and unit-specific Standard Operating Procedures pertaining to the adoption and execution of designated ITSM practice methodologies
- Participate in ITSM-related projects or programs
- Support the Lead Change Manager
- Support ServiceNow and ITSM System Admin team and other defined applications and integrations
- Implement specific system updates to support process automation and workflows
- Perform the day-to-day monitoring and oversight of specific ITSM processes
- Review and fulfill change requests and change plans
- Conduct post-implementation reviews and validate the results against the specific practice frameworks and associated SOPs
- Collaboratively determine appropriate metrics to monitor and measure effective utilization and ongoing maturation of assigned ITSM practices and related processes
- Track and document any incidents potentially caused by changes
- Effectively utilize data from ServiceNow and other ITSM systems to develop and publish reports and dashboards
- Partner with the ITSM Process Excellence team to identify change impacts
- Design communications that drive adoption
- Serve as an advocate for ITSM practices, methodologies, and a culture of continuous service improvement
- Utilize data from ServiceNow and other ITSM systems to analyze and recommend process improvement opportunities
- 4 years of experience in the Change Management space
- Experience working in ServiceNow
- Proven knowledge of ITIL fundamentals
- ITIL Certificate preferred
- Experience using Microsoft Visio for flowcharting
- Medical, Dental, and Vision Insurance Plans
- 401K Offered
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