ITSM Senior Analyst (ServiceNow)
Invenergy LLC

Invenergy drives innovation in energy. Powered by decades of entrepreneurial experience and unparalleled execution, we solve the energy challenges facing our customers and communities. We provide power generation and storage solutions at scale around the world to create a cleaner energy future. We develop. We build. We own. We operate. We are Invenergy.

Job Description

Summary:

As an ITSM, Senior Analyst you will be responsible for achieving effectiveness and efficiency in the delivery, support, and improvement of ITSM across the enterprise with a deep subject matter expertise related to ITIL process capabilities including Incident, Problem, Change, Service Request, Asset and Configuration, Knowledge and Service Level Management. We are seeking a highly motivated and collaborative individual knowledgeable and experienced in all aspects of IT Service Management (ITSM) to join our team focusing on Problem Management.

The ideal candidate will be a service-oriented self-starter and strong collaborator with a good blend of technical and soft skills who takes the initiative on projects and is able to perform all aspects of ITSM and work well in a team environment. This role reports to the Vice President, Technology Solutions and Delivery.

Responsibilities

• Function as the Subject Matter Expert (SME) for end-to-end Problem Management.
• Build, lead, develop and enhance Problem Management reporting, policy, process, procedures, and act at Product Owner for the Problem module on our ServiceNow platform instance.
• Drive root cause investigations with infrastructure and support teams.
• Ensure the prioritization, planning, and execution of problems achieves the best results for the company and our customers.
• Provide training, coaching and guidance to internal teams, growing ITSM best practices throughout the organization.
• Coordinate resources with teams across disciplines to ensure ITSM SLA targets are met and drive resolution for high priority tickets.
• Ensure compliance with ITSM process-specific standards and policies.
• Develop and implement ITSM evidence-driven process improvement initiatives across the organization.
• Provide oversight in design, implementation, management, and reporting on the core ITSM processes
• Participate in the configuration, deployment, and implementation of ITSM related tools and processes.
• Participate and lead ITSM initiatives and meetings.
• Leverage knowledge and hands-on experience to identify and champion recommendations for improvement opportunities for each ITSM process area.
• Support and perform ITSM metrics and workflow analysis and suggest improvements based on findings.
• Lead requirement gathering workshops to identify use cases and value-based acceptance criteria.

Qualifications:

• A Bachelor's Degree in, Information Technology or a related discipline, or equivalent work experience
• ITIL knowledge (at least Foundation V3 or V4).
• 5+ years of relevant professional experience in ITSM focused on Problem Management.
• Demonstrated experience using and leveraging ServiceNow ITSM (Incident, Problem, Change, and Request Management) products.
• A solid understanding of all aspects of ITSM with practical experience designing, implementing, and supporting ITIL improvements.
• Can define problems, collect data, establish facts, and draw valid conclusions to benefit the organization.
• Demonstrated ability to build and maintain effective working relationships across all levels.
• Practical project management experience.

Competencies:

• Works well both alone or in a team setting
• Excellent customer service skills
• Strong verbal and written communications skills, position-appropriate mentoring/leadership abilities, ability to quickly master new systems and/or processes, capacity to stay organized while managing competing priorities, and a deep customer service orientation, both internally and externally.

Benefits

Eligible for medical, dental, vision, 401(k), bonus, paid time off, etc.

Invenergy LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

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