ITIL Process Analyst (Change, Incident, Configuration, ITSM)

Overview

On Site
Depends on Experience
Contract - W2
Contract - 6 Month(s)
No Travel Required

Skills

Change Requests
Discrepancy Reports
Request for Changes
Configuration Management
Configuration Management databases

Job Details

Title: Information Technology Infrastructure Library (ITIL) Process Analyst Sr

Location: Ybor Data Center 1898 Nuccio Pkwy, Tampa, FL 33605

Duration: 6 Months contract to hire

Hours: M-F, 40 hours/week

POSITION CONCEPT:

The Information Technology Infrastructure Library (ITIL) Process Analyst Sr is responsible for IT Service Transition and Operation processes and procedures specifically Change, Configuration, and Problem Management.

Responsible for design, implementation, reporting and execution of all Change, Configuration, and Problem Management efforts for both Corporate and North American Electric Reliability Corporation (NERC) regulated assets as defined by ITIL, Corporate Standards and NERC CIP requirements.

Provides guidance and support in developing and managing the underlying, departmental procedures and work instructions that support process effectiveness.

Takes ownership of the day-to-day operations of the IT Change Enablement Process.

Plays a key role in mitigating the risks associated with the implementation of IT changes, maintaining compliance in accordance with organizational audit requirements (ITSOX), interfacing with other ITSM processes and ensuring the quality of IT systems performance and services.

Implements change, configuration, and problem management processes.

Participates and assists in daily operations on more complex projects.

Works under minimal supervision.

PRIMARY DUTIES AND RESPONSIBILITIES:

  1. Participates and assists in daily operations along with business partners, subject matter experts, and the compliance team to ensure that processes are followed, improved, and effective. (40%)
  2. Leads projects, cross train peers and consult on the work of business partners, subject matter experts, and help the compliance team develop more robust and focused processes to meet compliance requirements. (20%)
  3. Implements change, configuration, and problem management processes. Ensures that business partners and team members remain compliant and knowledgeable with processes. (20%)
  4. Provides guidance, expertise, and consultation in the planning, design, and improvement of change, configuration, and problem management processes. (20%)

QUALIFICATIONS:

Education

Required: Bachelor s Degree in computer science or business discipline. In lieu of a Bachelor s Degree, an additional 4 years of experience may be considered.

Preferred: Master s Degree in IT related field or MBA.

Licenses/Certifications

Required: ITILv3 or ITILv4 certification at Foundation level obtain within 6 months of hire

Preferred: ITILv3 or ITILv4 Intermediate Level Certification

Experience

Required:

5 years of related work experience performing the Duties & Responsibilities of this position.

Experience with the Change management / Change enablement module within ServiceNow or other IT Service Management platforms.

Preferred: Utility security and regulatory standards, including but not limited to NIST and NERC CIP and analysis experience under NERC CIP requirements.

Knowledge/Skills/Abilities (KSA)

Required:

  • Working knowledge developing, operating and maintaining service management tools, Configuration Management databases (CMDB) and other process management tools.
  • Working knowledge maintaining the Configuration Management Plan, managing CM products, documentation and software baselines, and preparing/publishing results of software and documentation audits.
  • Working knowledge of monitoring/reporting status of Change Requests (CRs), Discrepancy Reports (DRs) and Request for Changes (RFCs); and skills for successful performance.
  • Working knowledge of Configuration Management (CM), Independent Verification & Validation (IV&V), evaluation and system design.
  • Ability to be a liaison between program and customer management.
  • Strong understanding of system and application integration, including virtualized environments.
  • Must possess a strong process background along with a solid understanding of the technology domains used within IT to support the overall Change, Configuration, and Problem Management processes.

Preferred:

  • Working knowledge in data analytics and/or dashboarding technology
  • Working knowledge in user training and implementation of ITSM
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