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.

Requirements

• Bachelor's degree in information technology, Business, or related field
• 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)
• Experience using ServiceNow ITSM modules in day-to-day operations
• Strong analytical, problem-solving, and communication skills
• Ability to work effectively with cross-functional teams and stakeholders
• Knowledge of process improvement methodologies
• Experience in supporting change management initiatives
• Data analysis and reporting skills

Benefits

• Facilitate workshops and training sessions for ITSM process adoption
• Provide support for audits and compliance checks related to ITSM processes
• Maintain process documentation, training materials, and support guides