ITSM Process Analyst

Experience Required:
"Three plus (3+) years' experience must include, but are not limited to:

• Providing intermediate process design, development, maintenance, and improvement input for Information Technology Infrastructure Library (ITIL) processes used by UW Medicine including Service Level Management, Asset Management, Release Management, Change Enablement, Measurement and Reporting, Request Management, Configuration Management, Incident Management, and Problem Management.
• Executing basic facets of one or more key ITIL processes, including running CAB for change enablement, leading RCA (Root Cause Analyses) for problem management, and CI (configuration item) governance for Configuration Management.
• Maintaining, and continuously improving, the effectiveness of the CMDB and the portfolio of services tracked and maintained within UW Medicine’s ITSM ticket tracking tool (ServiceNow).
• Collaborating with service owners, the service desk, and other delivery and support entities to ensure the continual effectiveness of the information stored in the service catalog and the Configuration Management Database (CMDB).
• Partnering with service owners and other key stakeholders to maintain the continuous integrity of information stored and tracked within ServiceNow.
• Employing a structured approach to process design and improvement, including performing a gap analysis between current and future processes.
• Assisting in developing and implementing best practices, systems, and tools, and providing guidance and collaborative process management of processes and procedures.
• Developing and implementing best practice processes, tools, and metrics for integrating the CMDB with various delivery and support processes, such as: knowledge, incident, problem, change, service request, asset, and other ITSM processes, as required.
• Providing collaborative process management of the day-to-day ITSM knowledge in such areas as: service request, incident, problem, change, release, and configuration management processes.
• Providing data and metrics for decision-making and driving continuous process improvements for all ITSM processes, particularly for the CMDB and service catalog.
• Working closely with ITSM process team and stakeholders to solution and propose process, tool and metric, and reporting improvements to ITSM Lead and leaders, as appropriate.
• Developing and improving the process and procedures to assist IT teams in maintaining the CMDB and continuously developing the Service Catalog.
• Intermediate level responsibilities are defined by progressively more complex and responsible technical analysis and project tasks, including being the primary point of contact for medium-scale automation, application administration, and system administration. These tasks usually have multi-department impacts and impact 50%-85% of end users and pose a moderate project risk.
• Two plus (2+) years’ experience in ITIL-based process, such as: Service Level Management, Asset Management, Release Management, Change Enablement, Measurement and Reporting, Request Management, Configuration Management, Incident Management, and Problem Management.
• Possesses ITIL v3 or v4 Foundation Certification (or willing to commit to achieving within 6 months of start date).
• Strong information systems technology process background.
• Demonstrated experience as process owner or practitioner with one or more ITIL processes, including Service Level Management, Asset Management, Release Management, Change Enablement, Measurement and Reporting, Request Management, Configuration Management, Incident Management, and Problem Management
• Understanding of the implementation process and tasks to create a service catalog and CMDB.
• Demonstrated experience working and communicating with all levels of leadership.
• Demonstrated experience using data and metrics to tell a story and drive for continuous improvement.
• Demonstrated knowledge of IT software and hardware and related licensing agreements.
• Demonstrated knowledge of how Configuration Management integrates and interacts with other ITIL processes, including Service Request, Incident, Problem and Change Management.
• Demonstrated ability to produce written material (Policies, Process, Procedures, Work Instructions, presentations, reports etc.) to a high standard."

Job Type: Full-time

Pay: Up to ₹400,000.00 per year

Work Location: In person