IT Service Management Process Analyst - C12 - HEREDIA

The IT Service Management Process Analyst is a key member of the IT Service Management Office and supports the end-to-end management of one or more ITSM processes. As an IT Service Management Process Specialist, you will help create, develop, and be accountable for both short, medium, and long-term continuous improvement strategy for IT Service Management processes at Citi.

Requirements

• Deep working knowledge of ITIL v4 – Foundation required; Managing Professional preferred.
• 5+ years in IT Service Management as a Process Owner, Process Analyst, or Business Analyst with at least 3 years hand-on ServiceNow experience.
• Deep understanding of best practices across Incident, Problem, Change, Knowledge, and Request Management and familiarity with reporting/metrics design.

Benefits

• Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
• Reasonable accommodation for persons with disabilities
• Knowledge of large enterprise controls (SOX, ISO) and audit remediation
• Experience scaling ITSM processes for global organizations
• Lean Six Sigma/Black Belt advantageous