ITSM Analyst – Tool Configuration

Job not on LinkedIn

🕒 September 18

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🧐 Analyst

👻 Ghost score 23%

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PDG-IT

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2 - 10 employees

Founded 2014

Libérez tout le potentiel de votre entreprise grâce à notre expertise IT de pointe.

📋 Description

• Formalize the Process Owner/Process Manager structure and implement the ITSM governance plan • Structure and increase the maturity of Incident, Change, Problem, Configuration/Asset, Service Catalog, Request, SLA, and Knowledge Management processes • Monitor KPIs, SLAs, and OLAs, reporting progress, metrics, and deviations directly to management and executive leadership • Mobilize internal teams, partners, and vendors to execute action plans focused on digital transformation • Act as a transformation and governance agent in IT Service Management (ITSM) • Lead the advancement of ITIL process maturity, define governance roles, and ensure strategic alignment between IT and business functions

🎯 Requirements

• At least 8 years of experience in ITSM, with a focus on processes and governance in large enterprise environments • Strong knowledge of ITIL and COBIT frameworks, continuous improvement methodologies, auditing, and compliance • Strong sense of ownership, exceptional proactivity, execution-focused mindset, and the ability to influence without direct authority • In-depth knowledge of ITIL processes and a systemic perspective on governance • Advanced ITIL 4 certifications (Managing Professional / Strategic Leader) or COBIT certification preferred • Previous experience in the electric power sector or highly regulated industries preferred • Track record in organizational transformation programs and establishing governance from the ground up preferred

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