Role Overview

Improve IT Service Delivery
Analyze current IT service management processes and identify opportunities to improve efficiency, consistency, and performance.
Identify bottlenecks, redundancies, and opportunities for automation within existing workflows.
Develop recommendations that align with ITSM and industry best practices.
Document and Design Processes
Create clear documentation and visual representations of technical workflows, including: Process flow diagrams, Process maps, Standard operating procedures (SOPs), Current-state and future-state analyses
Translate complex technical processes into clear documentation that can be understood by both technical teams and executive leadership.
Support ServiceNow Process Improvements
Partner with stakeholders and technical teams to gather requirements for enterprise project and service management processes within ServiceNow.
Help design and improve system workflows that support end-to-end requirement intake through project completion.
Communicate with Leadership
Facilitate stakeholder discussions and workshops to gather requirements and validate process improvements.
Present recommendations and process updates to senior non-technical leadership in a clear and concise manner.
Develop executive-level briefings and stakeholder updates.
Enable Adoption Through Training
Develop training materials and user guidance to support new processes.
Provide training and guidance to teams and leadership on updated workflows and procedures.
Help ensure process improvements are consistently adopted across the organization.
Measure and Monitor Performance
Establish metrics and performance indicators to measure the effectiveness of IT service delivery processes.
Develop dashboards and reporting tools that provide leadership with visibility into process performance.

Requirements

10+ years of experience in IT Service Management, IT operations, or enterprise process improvement
Experience working with ServiceNow or similar enterprise ITSM platforms
Strong experience documenting technical processes, workflows, and system requirements
Demonstrated ability to translate technical processes for non-technical stakeholders
Experience creating process documentation, SOPs, and workflow diagrams
Strong stakeholder engagement and facilitation skills
Excellent written and verbal communication skills
Master’s degree in Information Technology, Information Systems, Business Administration, or a related field

Tech Stack

ITSM
ServiceNow

Benefits

Medical, dental, and vision insurance
401(k)
Generous PTO
Company-paid life and disability insurance
Flexible Spending Accounts (FSA)
Employee Assistance Program (EAP)
Tuition Assistance & Professional Development Program

Associate Business Systems Analyst

Key skills

About this role