Our client is seeking a detail-oriented Process Analyst with deep expertise in ITIL processes to evaluate, design, and implement IT service management (ITSM) procedures across various departments ensuring the smooth operation of our client's information technology systems.
You will be responsible for analyzing and mapping ITIL-based workflows, identifying inefficiencies, and developing solutions to enhance efficiency, compliance, and service quality. This role will focus on optimizing ITIL processes such as Incident Management, Change Management, Problem Management, Service Request Management, and Configuration Management to ensure seamless IT operations and service delivery.
You are well versed in having strong analytical skills, hands-on experience with ITIL frameworks and ITSM tools, and the ability to work collaboratively with key stakeholders to drive ITIL process improvements and governance.
Role Responsibilities:
- Analyze and optimize ITIL-based IT Service Management (ITSM) processes such as Incident Management, Change Management, Problem Management, Service Request Management, and Configuration Management.
- Collaborate with IT and business teams to design, document, implement, and govern ITIL-aligned processes.
- Ensure adherence to ITIL best practices while integrating with DevOps, Agile, and automation initiatives.
- Define KPIs and metrics to measure process effectiveness and recommend continuous improvement initiatives.
- Work with ServiceNow or similar ITSM tools to configure workflows, reports, and dashboards.
- Facilitate root cause analysis (RCA) and drive action plans for problem resolution.
- Support change advisory board (CAB) meetings and evaluate the impact of proposed IT changes.
- Conduct training and awareness programs for teams to enhance ITIL process adoption.
- Document processes, create standard operating procedures (SOPs), and maintain an IT process repository.
- Ensure compliance with IT governance frameworks, regulatory requirements, and security policies.
Role Requirements & Applicable Technologies:
- Bachelor's degree in IT, Business, or a related field (or equivalent experience).
- 3+ years of experience in ITSM, ITIL processes, or process improvement roles.
- ITIL v4 Foundation Certification (Intermediate/Expert level preferred).
- Experience working with ITSM tools. Ie: ServiceNow, Solarwinds.
- Strong understanding of IT operations, incident resolution, and service delivery frameworks.
- Ability to analyze complex processes, identify inefficiencies, and drive improvements.
- Strong stakeholder management skills with experience collaborating across IT and business units.
- Excellent communication, documentation, and facilitation skills.
Desired Qualifications:
- ITIL Managing Professional (MP) or Strategic Leader (SL) Certification.
- Experience in automation of ITSM processes using scripting, AI, or RPA.
- Familiarity with Agile, DevOps, COBIT, or Lean Six Sigma principles.
- Hands-on experience in process modeling tools (ie. Visio, Lucidchart, Miro).
- Knowledge of cloud-based IT services and their impact on ITIL processes.
It's our policy to provide equal employment opportunity for all applicants and employees of Bee Talent Solutions. The Company makes reasonable accommodations for handicapped and disabled employees and does not unlawfully discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, handicap, veteran status, marital status, criminal history, or any other category protected by applicable federal and state law. We consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with applicable federal, state and local law, including, but not limited to, the California Fair Chance Act, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, and the Washington Fair Chance Act.
Per the Los Angeles County Fair Chance Ordinance, the following core duties may create a basis for disqualifying candidates with relevant criminal histories:
- Safeguarding confidential and sensitive data while employed by us and while on assignment at a customer of ours
- Communication with others, including employees and third parties such as vendors, customers (including their employees), and/or players, including minors
- Accessing our or our customer's assets, secure digital systems, and networks
- Ensuring a safe interactive environment for players, employees, and temporary workers
These duties are directly related to essential operations, safety, trust, and compliance obligations within our organization and within the organization of any customer to whom you may be assigned while employed by us. Please note that job duties may evolve based on business needs and additional responsibilities may be assigned as necessary to maintain operational efficiency and security.