ITSM Process Improvement Analyst

Role overview

Responsibilities

• Develop and own Continual Service Improvement processes and procedures.
• Facilitate ITSM improvement discussions to build intuitive employee experiences using ITSM tools and surrounding applications.
• Build partner relationships, influence stakeholders, manage dependencies, and contribute to ITSM practice strategy.
• Support process owners in improving user experience, operational excellence, processes, and reporting.
• Ensure ITSM processes follow best practices and fit organisational needs.
• Provide insights and solutions on the effectiveness and efficiency of processes and tools.
• Identify and share lessons learned, track improvement opportunities and results, and apply learning to future products and services.
• Educate users and stakeholders on ITSM tools, processes, and best practices.
• Facilitate strategic discussions, create clarity, coach the team, and advocate for customer-focused improvements.

Candidate profile

• At least 5 years of ITSM practice experience.
• Ability to drive complex ITSM frameworks and adoption of practices and policies while working independently and collaboratively.
• Strong background in cloud and enterprise ITSM software.
• Strategic thinking, cross-group collaboration, and comfort reporting to senior leaders.
• Strong technical acumen, relationship-building skills, and business understanding.
• Ability to build relationships, influence partners, manage dependencies, and work through ambiguity.
• Strong stakeholder and end-user empathy, ownership, and customer focus.

Team culture