ITSM Process Analyst

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

PI273789947