Role: ITIL Process Analyst
Location: Bloomington, IL (Hybrid)
Job Description
Technology Process Analyst Sr: Multiple Practices
The ITIL Practice Owner develops, maintains, implements and trains the organization on processes and process improvement initiatives. Organizes, leads and facilitates cross-functional project teams. Develops metrics that provide data for process measurement, identifying indicators for future improvement opportunities. Measures performance against process requirements. Aligns improvement to performance shortfalls. Provides consultation on the use of re-engineering techniques to improve process performance and product quality. May deliver presentations and training courses including measurement, analysis, improvement and control. Surveys and analyzes best practices for techniques and processes. Communicates team progress. Performs cost and benefit analyses.
Qualifications
• ITIL certification qualification at a minimum of foundation level
• Experience with at least one of the following practices:
o Availability Management
o Request Management
o Release Management
o Change Management
o Knowledge Management
• Background of working within the IT Service Management discipline
• Experience with Microsoft Office
Responsibilities
• Development of ITIL based processes, procedures & policies
• Project management of the development of new or enhancement of existing processes
• Effectively manage Stakeholder groups
• Identification and development of Critical Success Factors, Key Performance Indicators and associated metrics
• Build and maintain effective working relationships with IT colleagues and business partners
• Facilitate Business Engagement
• Facilitate Management Escalation Calls