Information Technology Service Management (ITSM) Service Catalog/Request Fulfillment Process Analyst
About The Position
The Information Technology Service Management (ITSM) Service Catalog/Request Fulfillment Process Analyst supports the design, deployment, and operation of IT infrastructure-based processes. The analyst supports process and procedure deployment and works with stakeholders to identify improvements. The role supports ITSM Request Fulfillment and Service Catalog processes as customer, service provider, and internal stakeholder needs and business requirements evolve. The analyst facilitates collecting and defining client requirements, advises on process best practices, analyzes business or systems processes to identify improvements, and works with clients to understand needs and recommend solutions. The role interacts with end users, management, vendors, and IT personnel; works independently and collaboratively; and supports process quality, performance measurement, reporting, and continuous improvement.
Requirements
- Active TS/SCI with Polygraph clearance.
- Bachelor’s degree or at least 5 years of related work experience.
- Working knowledge of Service Management workflows and ITSM processes.
Responsibilities
- Support planning, design, and implementation of ITSM Request Fulfillment and Service Catalog processes.
- Develop procedures, work instructions, and templates to support process execution.
- Analyze and reengineer processes to align processes, service providers, and organizational structures for consistent service delivery.
- Identify and champion opportunities to improve the applicable process area using best practices.
- Monitor processes throughout the ITSM process life cycle, validate adherence to process requirements and measurement activities, and lead related quality assurance activities.
- Support analysis and assessment of process performance measurements and brief results and recommendations to appropriate governance forums as needed.
- Conduct quality assessments to validate process implementation against quality standards.
- Prepare briefs and reports for customers and service providers.
- Collaborate with other process areas to analyze and troubleshoot ITSM issues.
- Apply process improvement and reengineering methods and best practices to modernize and improve processes.
- Facilitate the collection and definition of client requirements; advise on process best practices; analyze processes; and recommend solutions based on client needs.
- Communicate with end users, management, vendors, and IT personnel.
- Monitor and improve end-user satisfaction during request fulfillment, take corrective action based on dissatisfaction, and help prevent recurrence.
- Identify request fulfillment activities suitable for automation and coordinate with the tool team.
- Provide input on technology requirements affecting the service catalog or request fulfillment.
- Support engineering and design of service catalog items for the Ecosystem.
- Produce, maintain, and manage service catalog requirements, workflows, and services.
- Update the service catalog with new or changed services, consolidated services resulting from mergers and acquisitions, and retired services.
- Ensure service catalogs remain synchronized.
- Support measurement and reporting for weekly and monthly meetings.
Benefits
- Flexible time off benefit.
- Learning resources and learning and development opportunities.
- Healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
