ITSM ServiceNow Process Analyst AHEAD

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Job Description

The ITSM Process Analyst is responsible for supporting and maintaining IT Service Management (ITSM) processes under the guidance of the ITSM Process Owner. You will work closely with IT teams and business stakeholders to ensure ITSM best practices are consistently followed. Reporting directly to the ITSM Process Owner, your role will involve documenting and maintaining existing ITSM processes such as Incident, Change, Problem, and Service Request Management. Additionally, you will assist in implementing and standardizing ITSM processes using ServiceNow ITSM modules and related ITSM tools. Monitoring process performance through KPIs and reporting to ensure compliance and quality will be a key part of your responsibilities. You will also be tasked with maintaining process documentation, training materials, and support guides. Facilitating workshops and training sessions for ITSM process adoption as directed by the Process Owner and providing support for audits and compliance checks related to ITSM processes are also part of this role. Qualifications for this position include a Bachelor's degree in information technology, Business, or a related field, along with 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) is required. Experience using ServiceNow ITSM modules in day-to-day operations, strong analytical, problem-solving, and communication skills, and the ability to work effectively with cross-functional teams and stakeholders are essential. Knowledge of process improvement methodologies, experience in supporting change management initiatives, and proficiency in data analysis and reporting skills will be beneficial for this role.,