ITSM Process Analyst

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November 25

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Symbotic

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Logistics • Artificial Intelligence • Retail

Symbotic is a company that transforms traditional warehousing with its flexible, scalable, and end-to-end advanced warehouse automation system. Utilizing A. I. -powered software, Symbotic integrates, orchestrates, and optimizes a fleet of intelligent, autonomous robots to enhance the flow of goods, maximize efficiency, and reduce costs in supply chain operations. Their innovative technology is designed for various sectors including retail grocery, general merchandise, food wholesale, footwear and apparel, and consumer packaged goods, offering solutions that drive competitive advantage by improving accuracy, speed, and flexibility in order fulfillment and inventory management.

501 - 1000 employees

Founded 2007

🤖 Artificial Intelligence

🛒 Retail

💰 Post-IPO Equity on 2022-06

📋 Description

• Analyze existing ITSM processes to identify inefficiencies or areas for improvement • Design and implement new processes or optimize existing ones to align with industry best practices (e.g., ITIL framework) • Document process workflows, policies, and procedures for consistency and clarity • Ensure ITSM processes comply with organizational policies and external regulations • Monitor adherence to established processes and recommend corrective actions when deviations occur • Define key performance indicators (KPIs) and metrics for ITSM processes • Regularly analyze process performance data and generate reports for stakeholders • Provide insights and recommendations based on performance trends • Work closely with IT teams, business units, and leadership to understand requirements and ensure alignment with organizational goals • Facilitate communication between different teams to promote process adoption and continuous improvement • Assist in the configuration and maintenance of ITSM tools (ServiceNow) • Ensure ITSM tools are optimized to support process workflows and reporting needs • Identify improvement opportunities for automation and AI to assist teams in delivering services • Develop and deliver training materials for staff on ITSM processes and tools • Act as a subject matter expert (SME) to provide guidance and support to teams implementing ITSM practices • Manage key ITSM processes such as incident management, problem management, and change management • Collaborate with teams to ensure timely resolution of incidents and effective root cause analysis for problems • Identify opportunities for automation and innovation within ITSM processes • Stay updated on emerging trends and technologies in ITSM and recommend their adoption.

🎯 Requirements

• 5–8 years of experience in IT Service Management or related governance or process oversight roles • In-depth understanding of ITIL principles and frameworks and their application to global organizations • Proficiency in the use of enterprise-grade ITSM tools (ServiceNow preferred) • Excellent analytical and problem-solving skills • Effective communication and stakeholder management abilities • Experience in process mapping and workflow design • Exposure to automation and monitoring toolsets, Predictive or Agentic AI, and/or machine learning • Proven ability to work in and influence multidisciplinary teams in a matrix management environment • Flexible work style, hours, and telecommuting presence required as this role interacts globally on a regular basis • Awareness of emerging trends in ITSM, such as AI and automation.

🏖️ Benefits

• Professional development • Flexible work arrangements • Training and Knowledge Sharing