IT Service Management Business Process Analyst

ExxonMobil is looking for an IT Service Management Business Process Analyst to ensure strong understanding of and adherence to IT Service Management/ITIL processes across EMIT. The candidate will work closely with stakeholders to expand the adoption of Incident, Change, Request, and Problem Management and achieve full value from ServiceNow capabilities.

Requirements

• Define, maintain, and communicate IT Service Management (ITSM) policies and guardrails
• Actively monitor health of ITIL/ITSM processes and define improvement opportunities
• Define/translate process requirements to user stories for ServiceNow ITSM system for development/implementation
• Develop implementation strategy and design requirements to enable new functionality in ServiceNow
• Engagement with key stakeholders to ensure ServiceNow is used effectively to meet their strategic objectives
• SME for Incident, Change, Request, and Problem management use of ServiceNow for the corporation
• Interaction with ServiceNow vendor to understand new functionality, report new issues, or request enhancements
• Provide training for ITIL/ITSM processes and related use of ServiceNow ITSM system for global participants

Benefits

• Competitive compensation
• Medical plans, maternity leave and benefits, life, accidental death and dismemberment benefits
• Retirement benefits
• Global networking & cross-functional opportunities
• Annual vacations & holidays
• Day care assistance program
• Training and development program
• Tuition assistance program
• Workplace flexibility policy
• Relocation program
• Transportation facility