Infrastructure Senior Tech Analyst Assistant Vice President

Citi•Tampa, FL

About The Position

Working with ITSM process owners, operational execution/delivery owners, along with customers and stakeholders, you will help set process strategy, develop and operate a continual service improvement roadmap across process, technology, and people while supporting ongoing audit, risk, and compliance needs. Define and refresh the enterprise ITSM process strategy aligned to ITIL v4, business goals, risk tolerance, and customer experience goals Support governance boards and councils; secure alignment on priorities, funding, and KPIs Drive an integrated model linking process, service, platform, and data decisions Maintain authoritative standards procedures and control objectives; ensure audit readiness. Standardize process and workflows to improvement efficiency and reduce operational risk Own the backlog of process enhancements, prioritizing by value, risk reduction, and strategic fit. Partner with stakeholders to shepherd improvements from ideation through realization. Serve as the “voice of the process” to executives, platform teams, and frontline support Tailor messaging, visuals, and tone of communications to audiences for clear, data-drive decision making Lead customer satisfaction survey design, scoring, and action planning. Stay active in ITSM communities, conferences, and analyst briefings; inject external best practices into the roadmap For changes to tooling, conduct end-to-end testing of processes, documenting technical testing and end-user UAT testing scenarios. End-user training when process/tooling changes are introduced, including, conducting application and implemented business process demonstrations and trainings to end-users and stakeholders, and conducting one-way and two-way live and recorded interactive training sessions for small, medium, and large audiences including preparation of material and voice-overlays. Deep working knowledge of ITIL v4 - Foundation required; Managing Professional preferred. 5+ years in IT Service Management as a Process Owner, Process Analyst, or Business Analyst with at least 3 years hand-on ServiceNow experience. Deep understanding of best practices across Incident, Problem, Change, Knowledge, and Request Management and familiarity with reporting/metrics design. Conversant across infrastructure, applications, and cloud technologies Outstanding written, verbal, and non-verbal communication; proven influencer who adapts rapidly to different audiences. Ability to build business cases, quantify ROI, and translate technical concepts for senior stakeholders. Knowledge of large enterprise controls (SOX, ISO) and audit remediation Experience scaling ITSM processes for global organizations SharePoint designer / design experience a plus ServiceNow CIS-ITSM or PMP/PMI-ACP a plus Familiarity with Jira Service Management and Jira a plus Familiarity with Product Management frameworks (SAFe, Lean Portfolio Management) a plus Lean Six Sigma/Black Belt advantageous

Requirements

Deep working knowledge of ITIL v4 - Foundation required; Managing Professional preferred.
5+ years in IT Service Management as a Process Owner, Process Analyst, or Business Analyst with at least 3 years hand-on ServiceNow experience.
Deep understanding of best practices across Incident, Problem, Change, Knowledge, and Request Management and familiarity with reporting/metrics design.
Conversant across infrastructure, applications, and cloud technologies
Outstanding written, verbal, and non-verbal communication; proven influencer who adapts rapidly to different audiences.
Ability to build business cases, quantify ROI, and translate technical concepts for senior stakeholders.
Knowledge of large enterprise controls (SOX, ISO) and audit remediation
Experience scaling ITSM processes for global organizations

Nice To Haves

SharePoint designer / design experience a plus
ServiceNow CIS-ITSM or PMP/PMI-ACP a plus
Familiarity with Jira Service Management and Jira a plus
Familiarity with Product Management frameworks (SAFe, Lean Portfolio Management) a plus
Lean Six Sigma/Black Belt advantageous

Responsibilities

Working with ITSM process owners, operational execution/delivery owners, along with customers and stakeholders, you will help set process strategy, develop and operate a continual service improvement roadmap across process, technology, and people while supporting ongoing audit, risk, and compliance needs.
Define and refresh the enterprise ITSM process strategy aligned to ITIL v4, business goals, risk tolerance, and customer experience goals
Support governance boards and councils; secure alignment on priorities, funding, and KPIs
Drive an integrated model linking process, service, platform, and data decisions
Maintain authoritative standards procedures and control objectives; ensure audit readiness.
Standardize process and workflows to improvement efficiency and reduce operational risk
Own the backlog of process enhancements, prioritizing by value, risk reduction, and strategic fit.
Partner with stakeholders to shepherd improvements from ideation through realization.
Serve as the “voice of the process” to executives, platform teams, and frontline support
Tailor messaging, visuals, and tone of communications to audiences for clear, data-drive decision making
Lead customer satisfaction survey design, scoring, and action planning.
Stay active in ITSM communities, conferences, and analyst briefings; inject external best practices into the roadmap
For changes to tooling, conduct end-to-end testing of processes, documenting technical testing and end-user UAT testing scenarios.
End-user training when process/tooling changes are introduced, including, conducting application and implemented business process demonstrations and trainings to end-users and stakeholders, and conducting one-way and two-way live and recorded interactive training sessions for small, medium, and large audiences including preparation of material and voice-overlays.