Sr Analyst IT Operations

Role Overview

The “Lead (Backup) - ITSM Metrics & Process Governance” is a senior individual contributor responsible for supporting the development, documentation, and continuous improvement of processes across the organization. This role works closely with the ITSM / CFS Process Manager, ITSM Team Lead, and Governance, Risk, and Compliance (GRC) teams to ensure processes are well-defined, clearly documented, compliant, and consistently communicated. Serving as a key enablement and support role, the position assists with process design, metrics development, and executive-ready reporting while acting as a functional backup to the CFS Manager when needed. The role emphasizes strong process-oriented thinking, exceptional written and verbal communication, high-quality documentation, and the ability to translate operational data into clear, visually compelling narratives for teams and senior leadership. With growing adoption of automation and AI across ITSM, the role also supports awareness and responsible use of AI-enabled capabilities in process improvement and reporting.

Key Responsibilities

• Create clear, visually compelling presentations and process materials for IT teams and senior leadership.
• Collect, analyze, and maintain ITSM metrics and performance data.
• Develop executive-ready views of ITSM performance, trends, risks, and improvement initiatives.
• Present metrics, insights, and process updates to leadership.
• Assist ITSM Process Managers with reporting, audits, and continuous improvement initiatives.
• Assist in the design, development, documentation, and maintenance of processes across the organization as requested.
• Partner with the CFS Manager and ITSM Team Lead to support process governance and maturity improvements.
• Work closely with the GRC team to ensure processes align with governance frameworks and audit requirements.
• Develop and maintain process documentation, standards, workflows, and reference materials.
• Own and maintain process content and artifacts within SharePoint.
• Serve as a functional backup to the CFS Manager for governance and process coordination activities.
• Support awareness and responsible adoption of AI-enabled capabilities within ITSM processes.

Required Knowledge & Skills

• Strong understanding of ITIL-based IT Service Management processes.
• Proven ability to develop structured process documentation and standards.
• Strong process-oriented and analytical thinking skills.
• Advanced skills in SharePoint for documentation and collaboration.
• Strong ability to create professional, executive-ready presentations and materials.
• Experience collecting, analyzing, and presenting operational metrics.
• Excellent English communication skills, both written and verbal.
• Strong organizational skills and attention to detail.
• Ability to work effectively across ITSM, GRC, technical teams, and leadership.
• Awareness of AI-enabled tools for documentation, analytics, and process improvement.

Qualifications

• Bachelor’s degree in Information Technology, Business, Computer Science, or related field, or equivalent practical experience.
• 6+ years of experience in process development, service management, or governance roles.
• 6+ years of experience working with ITIL-based IT Service Management frameworks.
• 6+ years of experience working with the ServiceNow platform in an enterprise environment.
• Experience supporting governance, risk, or compliance initiatives.
• ITIL v3 or ITIL 4 certification required.

Preferred Qualifications & Skills

• Experience supporting ITSM process governance in large or global organizations.
• Experience creating executive dashboards or visual reporting using PowerPoint, SharePoint, or Power BI.
• Exposure to audit preparation, control documentation, or compliance activities.
• Experience supporting AI, automation, or analytics initiatives within ITSM.
• Strong facilitation and presentation skills.
• Experience serving as a backup or enablement role to senior ITSM leadership.