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APS
Major Incident/Incident/Problem Analyst / Senior (ITSM / ITIL)
Join APS in Phoenix as a Senior Incident/Problem Analyst (ITSM/ITIL). Leverage ServiceNow for IT process improvement. Requires 4+ years experience, ITIL cert a plus. Benefits include remote work and comprehensive insurance.
ServiceNow Role Type:
ServiceNow Modules:
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ServiceNow Certifications (nice to have):
Job description
Posted on:
October 13, 2025
This Incident/Problem Analyst / Senior (ITSM / ITIL) position at Pinnacle West Capital Corporation involves standardizing and delivering process roadmaps, collaborating with stakeholders to resolve requirements, and implementing business requirements on the ServiceNow platform. The role focuses on improving IT processes and driving continuous improvement in IT for the ServiceNow platform. The team supports the growing demand in the Network Operations Center and focuses on Incident, Problem, and Change Management.
Requirements
- Strong analytical and troubleshooting skills with attention to detail
- Ability to work independently and in a team environment
- Excellent interpersonal and communication skills
- Experience with ServiceNow ITSM modules and ServiceNow platform
- Familiarity with Agile methodology and DevOps principles
- Understanding of SLAs
- Commitment to continuous improvement
- ITIL Foundations Certification (v3 or higher) is a PLUS
- Experience in producing IT KPIs and metrics
- Knowledge of ITIL principles
- Ability to be on-call during business and non-business hours
- Minimum BS/BA with 4+ years relevant experience
- Five years of experience with strong understanding of business unit operations and system design
Benefits
- Home-based work
- Medical, Dental, and Vision Insurance
- Paid Time Off
- Disability Insurance
- Life Insurance
Requirements Summary
BS/BA with 4+ years experience. 5 years with ServiceNow and strong business understanding. 4+ years experience with general knowledge of systems and databases
