The Information Technology Service Management (ITSM) Service Catalog/Request Fulfillment Process Analyst supports the design, deployment, and operations of IT Infrastructure based processes. The Process Analyst supports the deployment of process and procedures working with stakeholders to identify improvements. 

As the Service Catalog/Request Fulfillment Process Analyst, you get to:
  • Support the planning, design, and implementation of ITSM Request Fulfillment and Service Catalog processes to meet evolving and changing needs and business requirements of customers, service providers, and internal stakeholders
  • Support the development of procedures, work instructions, and templates to support process execution
  • Perform as a self-starter who manages end-to-end efforts, working independently, as well as within a team environment
  • Analyze and use reengineering approaches that ensure linkage among processes, service providers, and organizational structures to develop unified and consistent service delivery
  • Leverage knowledge and best practice experience to identify and champion recommendations for improvements opportunities within the specific process area
  • Monitor processes within the environment and throughout the ITSM process life cycle; validates adherence to specified process requirements and measurement activities; leads quality assurance activities related to process
  • Support analysis, evaluation, and assessment of process performance measurements, and may brief results and recommendations to the appropriate level governance forums
  • Conduct quality assessments to validate proper implementation of processes to meet quality standards
  • Support in the preparation of briefs, and reports to customers and service providers
  • Work with other process areas to perform analyses and troubleshoot issues across specific ITSM process areas
  • Apply process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements
  • Deliver high quality work and can adapt to new challenges, either on their own or as part of a team
Position Responsibilities:
  • Ensure end user satisfaction during fulfillment of requests
  • Take corrective action based on customer feedback or dissatisfaction; ensure similar case of dissatisfaction does not repeat
  • Identify fulfillment opportunities that can be automated, liaison with tool team for automation
  • Provide input for technology requirements relating to or impacting request fulfillment
  • Support engineering and design of service catalog items for the Ecosystem
  • Produce, maintain, and manage the service catalog requirements, workflows, and services
  • Update the service catalog with details of new or changed services
  • Update the service catalog with details of consolidated services during mergers and acquisitions
  • Update the service catalog with details of retired services
  • Ensure that catalog(s) are in sync
  • Support measurement and reporting for weekly and monthly meetings
You’ll Bring These Qualifications:
  • TS/SCI with Poly Required
  • Bachelor’s Degree OR 5+ years of related work experience
  • Working knowledge of the Service Management workflows and ITSM processes
  • Knowledge of ITIL processes with the ability to obtain the ITIL 4 certification within three months of hire
  • Experience working with an IT service ticketing system analyzing data
  • Experience managing projects to meet schedules and milestones
  • Solid analysis and reporting skills
  • Strong written and verbal communications skills
  • Ability to clearly document and explain ITSM processes (training)
  • Ability to present technical details to a non-technical audience (briefing)
  • Ability to facilitate reoccurring technical/non-technical meetings and working groups
These Qualifications Would be Nice to Have:
  • ITIL Foundations Certification
  • ServiceNow Certification

This is a full time position
Minimum Clearance Level: TS/SCI CI Poly

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