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The ITSM Process Analyst is responsible for supporting and maintaining IT Service Management (ITSM) processes under the guidance of the ITSM Process Owner. This role works closely with IT teams and business stakeholders to ensure ITSM best practices are consistently followed. The ITSM Process Analyst will report directly to the ITSM Process Owner.
Roles And Responsibilities
- Document and maintain existing ITSM processes (e.g., Incident, Change, Problem, Service Request Management).
- Assist in implementing and standardizing ITSM processes using ServiceNow ITSM modules and related ITSM tools.
- Monitor process performance through KPIs and reporting, ensuring compliance and quality.
- Maintain process documentation, training materials, and support guides.
- Facilitate workshops and training sessions for ITSM process adoption as directed by the Process Owner.
- Provide support for audits and compliance checks related to ITSM processes.
Qualifications
- Bachelor’s degree in information technology, Business, or related field.
- 3+ years of experience in ITSM process support or related IT roles.
- Familiarity with ITIL frameworks and certifications (ITIL v3/v4 Foundation or higher preferred).
- Experience using ServiceNow ITSM modules in day-to-day operations.
- Strong analytical, problem-solving, and communication skills.
- Ability to work effectively with cross-functional teams and stakeholders.
- Knowledge of process improvement methodologies.
- Experience in supporting change management initiatives.
- Data analysis and reporting skills.
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