IT Service Management Process Analyst - C12 - HEREDIA

The IT Service Management Process Analyst supports the end-to-end management of one or more ITSM processes and is responsible for creating, developing, and maintaining continuous improvement strategies 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.
• Conversant across infrastructure, applications, and cloud technologies.
• Outstanding written, verbal, and non-verbal communication; proven influencer who adapts rapidly to different audiences.
• Ability to build business cases, quantify ROI, and translate technical concepts for senior stakeholders.
• Knowledge of large enterprise controls (SOX, ISO) and audit remediation.
• Experience scaling ITSM processes for global organizations.
• SharePoint designer / design experience a plus.
• ServiceNow CIS-ITSM or PMP/PMI-ACP a plus.
• Familiarity with Jira Service Management and Jira a plus.
• Familiarity with Product Management frameworks (SAFe, Lean Portfolio Management) a plus.
• Lean Six Sigma/Black Belt advantageous.

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.
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