Sr Analyst, IT Svc Mgt Process

Tractor Supply Company•Brentwood, TN

4d•Onsite

About The Position

This position is responsible for the design and implementation of processes and policies around change, incident, problem, and knowledge management to ensure application changes and releases meet the needs of the business and are implemented timely and efficiently.

Requirements

5 or more years IT, applications, IT support, or related experience
Bachelor’s degree in computer science from an accredited college or university. Any suitable combination of education and experience will be considered.

Nice To Haves

Information Technology Infrastructure Library (ITIL) certification is preferred.
Experience with ITIL processes and methodologies.
Experience using service software (i.e. ServiceNow).

Responsibilities

Own, audit, teach and drive cultural adoption of the various IT Service Management (ITSM) capabilities including: Incident; Event; Change; Service Level; Problem; Asset and CMDB; Service Catalog; Knowledge; Availability; Release and Deployment, and Supplier Management.
Lead the Change Advisory Board (CAB) using the CAB process. Review proposed releases, application fixes, and changes for accuracy and completeness before presenting to the CAB.
Adapt a set of standard service management practices to the company to ensure service solutions interact with the larger business and operations environment.
Utilize service management software to analyze tickets and develop process improvements.
Approve minor changes to application implementations and fixes and conducts post implementation reviews.
Define, analyze and evaluate key performance indicators within systems (KPI's) to drive process improvement. Utilize metrics for quality reviews, accuracy, and consistency across the organization.
Lead problem management meetings to ensure problem tickets are being actively worked and help identify road blocks. Monitor and follow up on action items identified through root cause analysis to ensure they are complete.
Lead the implementation and administration of the Knowledge Management system and process that allows the company to effectively track and manage tickets.
Participate in the execution of test cases as part of the Quality Assurance process by performing testing on related projects and enhancements by building and executing test scenarios and recording and reporting defects and resolutions using QA software. Conduct audits to ensure adherence to company policies.
Analyze business requirements for quality and accuracy. This includes creating process models, specifications, diagrams, and charts.