IT Process Analyst, Service Request Management Fulfillment

Role Purpose

Our team’s mission is to provide best practices across our processes and tools to minimize non-value-add work, enabling IT to run like a business and deliver improved services to our internal customers. In support of that mission, we utilize an ITIL framework for the delivery of IT Service Management, including Incident, Request, Change, Problem, Knowledge, SACM, and Service Catalog.

An IT Process Analyst who is accountable for the ongoing operational / day-to-day management of one or more defined IT Service Management Processes, under the supervision of, and reporting to, the Process Owner. The process primarily in scope for this role is Service Request Management/Request Fulfillment, including the management of self-service Catalog Forms available on the Service Portal, with a secondary focus on Incident Management, as well as the possibility of work in other process areas or for the primary focus of the role to shift if there are needs in another process space.

Key Responsibilities

• Design, implement, maintain, measure, and improve IT process to ensure best practice adherence and efficient delivery of IT services to internal customers under the supervision of a Process Owner
• Accountable for ongoing operational management of one or more defined IT Service Management Processes, including:
  • Ensuring that all activities are carried out as required throughout the service lifecycle
    • Creating and delivering training and other presentations about the process
    • Communicating process changes
    • Ticket analysis
    • Ensuring Process adherence audits
    • Analysis of process data and information
    • Process performance monitoring and reporting
  • Generating monthly process metrics and other reports as needed
  • Maintenance of existing process knowledge across multiple mediums
  • Develop and update online training using PowerPoint and screen recording tools
  • Monitoring of shared mailbox, messaging channels, and maintenance of internal sites
• Facilitate efforts to implement or improve Catalog forms, working directly with requesters, form owners, and other stakeholders to gather requirements
• Manage a ticket queue, working on requests for new Catalog forms or updates to Catalog forms
  • Assess incoming requests for adherence to best practice standards, providing design review and approval decision
  • Suggest form design improvements that meet stakeholder requirements and adhere to best practice standards
  • Make a cost/benefit determination for the priority and need for forms

Experiences/Education - Required

• Excellent verbal and written communication skills with high- to native-level proficiency in English
• Familiarity with ticketing tools/systems and ticket queue management
• Quick learner, able to adapt to a changing environment
• Outstanding interpersonal skills and the ability to influence, lead, and collaborate well with others
• Effective listening skills: Ability to understand what someone needs or is asking for (or what questions to ask to gain that information) even if they have not communicated that information clearly
• Experience with business and data analysis; ability to identify sources of data and to use data to drive solutions
• Demonstrated effectiveness in problem identification and problem-solving
• Experience in developing or delivering improvements to process design
• Collaborate with customers to ensure requirements to manage tasks from conception to completion
• Ability to work independently but escalate when further input is needed

Experiences/Education - Desired

• Familiarity with ServiceNow (Catalog Development, including Flow Designer and Catalog Builder)
• ITIL Foundations Certification or similar introductory Service Management credentialing
• Certification in, or experience with, Quality tools and methodologies (5 Whys, Fishbone, Green Belt, DMAIC, PCPD, etc.)
• QA testing
• Technical writing and/or design documentation