ITSM Process Analyst

Summary

The IT Service Management (ITSM) Process Analyst supports the execution, implementation and continuous improvement of core IT Service Management functions: Major Incident Management, Problem Management, Change Enablement, Knowledge Management, Service Level Agreements, CMDB (Configuration Management Database) and Continual Service Improvement (CSI). The role ensures consistent process execution, cross-functional collaboration, and alignment with ITIL best practices. A blend of analytical, technical and interpersonal skills is required. 

This position is based onsite at the Boise, ID headquarters.

Key Responsibilities

• Cross-functional collaboration with IT, implementation partners and lines of business to support the ITSM platform and Enterprise Service Management best practices.
• Support continuous improvement and enhancements through existing/new features, upgrades, and testing.
• Facilitate workshops to gather requirements and/or training sessions for ITSM process adoption.
• Translate business needs into actionable ITSM requirements.
• Lead process workflow automation, coordinate integrations with cross-functional teams to streamline processes and gain efficiencies.
• Lead and support various core ITSM functions across IT demonstrating process optimization and adherence to standardized ITSM processes.
• Monitor process performance through KPIs and reporting, ensuring compliance and quality.
• Maintain process documentation, training materials, and support guides.

Typical Education

Bachelor's Degree (B.A. or B.S.) from 4-year college or university

Relevant Experience

3+ years' experience with IT Service Management platform(s) and/or ITSM process support

Certifications

ITIL® Foundation Certification in IT Service Management is a plus

Other Information

• Effective conflict resolution techniques
• Demonstrated ability to set and attain goals
• Ability to be self-managed/self-directed
• Proficient Computer Skills and MS Office Applications, including Visio or other business process mapping tools
• Demonstrated cross-functional communication skills, both verbal and written, and experience creating and delivering effective presentations
• Strong communication, organizational, problem solving and analytical skills