Senior Analyst - Service Request Management

Details

Department: IT Operations & Governance

Schedule: Full time

Location: Remote

Salary: $82,825.00 - $115,453.00 per year

Benefits

Paid time off (PTO)

Various health insurance options & wellness plans

Retirement benefits including employer match plans

Long-term & short-term disability

Employee assistance programs (EAP)

Parental leave & adoption assistance

Tuition reimbursement

Ways to give back to your community

Benefit options and eligibility vary by position. Compensation varies based on factors including, but not limited to, experience, skills, education, performance, location and salary range at the time of the offer.

Responsibilities

As a member of the Service Integration and Management team, the Service Request Management Sr. Analyst plays a critical role in effective management of a complex, large scale service request management practice. The primary responsibilities of this role include working on request management processes, service catalog management, and analyzing process data to drive continual awareness and improvement.

Collaboratively analyze the utilization of existing IT Service Management processes and tools

Perform the day-to-day monitoring and oversight of Service Request Management and specific ITSM processes

Collaboratively determine appropriate metrics to monitor and measure effective utilization and ongoing maturation of assigned ITSM practices and related processes

Effectively utilize data from ServiceNow and other ITSM systems to develop and publish reports and dashboards

Leverage ITIL and other best-practice frameworks

Assist in maintenance of ITSM process artifacts for Service Request Management including related policies and procedures

Create and maintain documentation pertaining to the adoption and execution of designated ITSM practice methodologies

Support definition of service catalog requirements

Participate in ITSM-related projects or programs

Support the Service Request Management Process Owner

Support ServiceNow and platform administrators, as well as other defined applications and integrations

Implement specific system updates to support process automation and workflows

Design communications that drive adoption

Serve as an advocate for ITSM practices, methodologies, and a culture of continuous service improvement

Utilize data from ServiceNow and other ITSM systems to analyze and recommend process improvement opportunities

• Collaboratively analyze the utilization of existing IT Service Management processes and tools
• Perform the day-to-day monitoring and oversight of Service Request Management and specific ITSM processes
• Collaboratively determine appropriate metrics to monitor and measure effective utilization and ongoing maturation of assigned ITSM practices and related processes
• Effectively utilize data from ServiceNow and other ITSM systems to develop and publish reports and dashboards
• Leverage ITIL and other best-practice frameworks
• Assist in maintenance of ITSM process artifacts for Service Request Management including related policies and procedures
• Create and maintain documentation pertaining to the adoption and execution of designated ITSM practice methodologies
• Support definition of service catalog requirements
• Participate in ITSM-related projects or programs
• Support the Service Request Management Process Owner
• Support ServiceNow and platform administrators, as well as other defined applications and integrations
• Implement specific system updates to support process automation and workflows
• Design communications that drive adoption
• Serve as an advocate for ITSM practices, methodologies, and a culture of continuous service improvement
• Utilize data from ServiceNow and other ITSM systems to analyze and recommend process improvement opportunities

• Education: High School diploma equivalency with 2 years of cumulative experience OR Associate's degree/Bachelor's degree OR 4 years of applicable cumulative job specific experience required
• Additional Preferences: Minimum 3+ years experience in Service Request Management, Bachelor’s degree in relevant field of study, ServiceNow Catalog and Request tooling experience, Possess a deep understanding of Service Request Management standard methodologies, ITIL experience preferred, Good interpersonal skills, Strong written and verbal communication skills, Ability to work in a rapidly changing environment, Ability to work independently, as part of a service integration and management team and collaboratively with other internal and external teams to accomplish goals

• Paid time off (PTO)
• Various health insurance options & wellness plans
• Retirement benefits including employer match plans
• Long-term & short-term disability
• Employee assistance programs (EAP)
• Parental leave & adoption assistance
• Tuition reimbursement

We use cookies to offer you a better browsing experience, analyze site traffic, and personalize content. Read about how we use cookies and how you can control them by visiting our Cookie Settings page.