ITSM Analyst – Tool Configuration

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish the structure for Process Owner/Process Manager and execute the ITSM governance strategy.

• Organize and enhance the maturity of processes related to Incident, Change, Problem, Configuration/Asset, Service Catalog, Request, SLA, and Knowledge Management.

• Oversee KPIs, SLAs, and OLAs, providing updates, metrics, and variances directly to management and executive teams.

• Coordinate internal teams, partners, and vendors to implement action plans aimed at digital transformation.

• Serve as an agent for transformation and governance within IT Service Management (ITSM).

• Drive the progression of ITIL process maturity, define governance roles, and ensure strategic alignment between IT and business operations.

⛳️ Requirements

• Minimum of 8 years of experience in ITSM, emphasizing processes and governance within large enterprise settings.

• Comprehensive knowledge of ITIL and COBIT frameworks, as well as continuous improvement methodologies, auditing, and compliance.

• Strong sense of ownership, exceptional proactivity, a results-driven mindset, and the ability to influence others without direct authority.

• Extensive understanding of ITIL processes and a holistic view on governance.

• Advanced ITIL 4 certifications (Managing Professional / Strategic Leader) or COBIT certification is preferred.

• Experience in the electric power sector or in highly regulated industries is preferred.

• Proven track record in organizational transformation initiatives and establishing governance from the ground up is preferred.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and continuous learning.

• Flexible work arrangements and a supportive work environment.