[Hiring] ITSM Process Improvement Analyst @Global Payments Inc.

Role Description

The IT Service Management Office team is seeking a high energy ITSM Process Improvement Analyst who is passionate about being a part of a high performing team that builds and governs IT Service Management practices that drive great user and stakeholder experiences and productivity. This is a highly collaborative role, where you will assist in leading the work across the ITSM organization and the larger technology enterprise to improve existing practices and define and implement new and emerging ITSM strategies and solutions.

• Focus on establishing and maintaining a continual service improvement process for ITSM.
• Support improvement opportunities by educating end users and stakeholders on ITSM tools, processes, and best practices.
• Work closely with data and partner with internal teams as well as ITSM tools to drive feature and capability improvements.
• Demonstrate strong stakeholder and end user empathy, ownership, and eagerness to drive clarity through ambiguity.

Qualifications

• 5+ years of ITSM practice experience.
• Ability to drive complex ITSM frameworks, practice and policy adoption.
• Strong background in cloud and ITSM software for enterprise.
• Strong technical aptitude with excellent visual and verbal communication skills.
• Ability to build trust and work collaboratively with a broad spectrum of leadership and stakeholders.
• High level of initiative, self-motivation, resourcefulness, collaboration, and patience.
• Strong oral and written communication skills.
• ITIL v3 fundamentals certification or higher.

Requirements

• Excellence in leading partner collaboration across multiple teams.
• Facilitate ITSM continual improvement discussions.
• Establish relationships, influence, and manage dependencies with partners.
• Collaborate with process owners and stakeholders to ensure ITSM processes follow best practices.
• Provide feedback, insight, and solutions into the effectiveness and efficiency of processes and tools.
• Identify lessons learned that could improve processes for future products and services.
• Support building an approach for sharing lessons learned between ITSM practices.
• Educate users and stakeholders on ITSM tools, processes, and best practices.
• Thrive in ambiguity and create clarity for IT SMO team.
• Deliver success through empowerment and accountability.

Benefits

• Opportunity to work in a fast-paced, collaborative environment.
• Engage and facilitate strategic discussions.
• Champion and advocate for customers in evolving their experience with ITSM practices.
• Be part of a culture that values positivity, inclusivity, and collaboration.