Job Description

ITIL Process Analyst (Jira Service Management)

Location: Alameda, CA (Only Onsite)

6 Months + Likely Extensions

Job Description

• 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.
• Develop process models, workflows and roadmap to achieve process effectiveness and improved adoption.
• Define KPIs and metrics to measure process effectiveness and recommend continuous improvement initiatives.
• Must be able to start from a vague request, understand true business needs, and extract and document requirements, then translate to User Stories in Jira.
• Owns, creates, and maintains process documentation & end-user process training
• Work with JIRA Service Management implementation team and stakeholders to help implement the processes

Requirements

• 5+ years of experience in ITSM, ITIL processes, or process improvement roles.
• ITIL v4 Foundation Certification (Intermediate/Expert level preferred).
• Experienced in implementing ITIL processes in JIRA Service Management tool
• Strong stakeholder management skills with experience collaborating across IT and business units.
• Excellent communication, analytical, and facilitation skills.

The salary range provided for this contract role represents our good faith estimate for this position. Within the range, individual offers will vary based on the selected candidate's experience, industry knowledge, technical and communication skills, location and other factors that may prove relevant during the interview process (W2 or C2C). In addition to compensation, the company provides eligible W2 employees with a comprehensive and highly competitive benefits package.

I.T. Solutions, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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