IT Process & Automation Analyst

Phenom People Pvt Ltd•Horsham, PA

1d•$75,000 - $85,000•Onsite

About The Position

Phenom is seeking an IT Process & Automation Analyst to improve how services and requests move across its global organization. The analyst will partner with global teams, including Security, HR, Finance and Procurement, and Business Operations, to simplify processes, build automations, and improve service delivery. The role involves bringing teams together, understanding how work moves between regions, and turning agreed processes into workflows people use. The analyst will support Jira Service Management and work with the Phenom Astra team on employee-facing services and AI-assisted improvements. The position requires five days per week in the office. Candidates must live within 50 miles of Horsham, Pennsylvania, or be willing to relocate. Phenom does not sponsor, transfer, or extend employment-based visas for this position, including H-1B, TN, or F-1 OPT. The expected salary range is $75,000–$85,000. Success in the first year includes improving priority workflows in Jira Service Management and Phenom Astra, establishing clear ownership and handoffs between India and US teams, reducing manual work, and improving consistency and visibility in global IT service practices.

Requirements

2–4 years of experience in IT operations, IT service management, business analysis, process improvement, or workflow automation.
Experience delivering process or system improvements with stakeholders across multiple teams.
Experience collaborating with global or comparable distributed teams, including clear communication and reliable handoffs across time zones.
Working understanding of ITIL service management principles.
Hands-on experience configuring workflows or automations in Jira Service Management or a comparable platform.
Ability to facilitate discussions, resolve unclear ownership, and use data to measure improvements.
Must reside within 50 miles of Horsham, Pennsylvania, or be willing to relocate.
Must work in the office five days per week.

Nice To Haves

Strong ITIL 4 experience and knowledge of ITIL guidelines.
ITIL certification.
Experience with Jira Assets, APIs, scripting, or low-code automation tools.
Experience with AI assistants or AI-assisted business workflows.
Experience with employee onboarding, identity and access requests, software procurement, or asset management.

Responsibilities

Work with IT teams in India and the United States to map current processes, identify gaps, and establish consistent global workflows and handoffs.
Facilitate discussions across IT, Security, HR, Finance, and Procurement to clarify requirements, process ownership, approvals, and escalation paths.
Drive cross-functional decisions and workflow adoption without direct authority over participating teams.
Configure, test, document, and improve requests, routing, approvals, and automations in Jira Service Management and other approved tools.
Partner with the Astra team on requirements, testing, and rollout for onboarding, access provisioning, application requests, self-service, and related workflows.
Apply ITIL principles to improve incident management, problem management, change enablement, and continual improvement.
Support IT service owners with process reviews, recurring-issue analysis, action tracking, and change reporting.
Identify practical opportunities for AI-assisted workflows, with appropriate human review, security controls, and approvals.
Prepare dashboards and monthly business reviews covering service performance, workflow adoption, risks, decisions, and improvement progress.
Create documentation and training materials to support consistent execution across regions.