IT Service Optimization Analyst

This is a fully remote position, open to applicants in North Dakota, +3 more states.

📋 Description

• Lead and facilitate ongoing process enhancement initiatives utilizing structured methodologies.

• Create, implement, and maintain workflow, automation, and self-service solutions.

• Convert process improvement opportunities into workflows, automation rules, and platform configurations.

• Discover opportunities to minimize manual tasks, shorten cycle times, and enhance service quality.

• Collaborate with platform, infrastructure, service desk, business, technical, automation, and operational teams.

• Assess operational workloads, intake paths, approvals, handoffs, and work sequencing throughout Technology Services.

• Design and refine workflows employing automation, standardization, and simplified process models.

• Test redesigned processes, evaluate outcomes, and refine solutions prior to wider implementation.

• Generate data-driven recommendations for leadership regarding continuation, scaling, or redesign.

• Maintain a prioritized list of process and workflow enhancement opportunities.

• Oversee redesigned processes to ensure that improvements are sustained.

• Evaluate continuous improvement results using defined KPIs and performance indicators.

• Document processes, solutions, and outcomes for sustainability and knowledge sharing.

⛳️ Requirements

• A bachelor's degree in Business, Operations, Information Systems, Industrial Engineering, or a related field is required.

• Equivalent work experience may be considered in lieu of formal education.

• A minimum of three years’ experience in process improvement, service optimization, operational analysis, or continuous improvement roles.

• Lean, Six Sigma, or other continuous improvement training or certification is preferred.

• Familiarity with ServiceNow is essential.

• Experience with Contact Center solutions, such as Cisco Webex Contact Center, is advantageous.

• Understanding of ITSM principles and service practices is required.

• Proven experience with workflow redesign, automation, self-service, and process standardization.

• Ability to utilize KPIs and performance indicators to assess outcomes.

🏝️ Benefits

• Remote work options available.

• Standard work hours are Monday to Friday from 8:00 AM to 5:00 PM.

• No on-call responsibilities.

• Equal employment opportunity and affirmative action employer.

• Disability accommodation support for the online application process.