ITSM Practice Analyst Specialist

Description

The Service Enablement Alignment & Strategy Office team has a great opportunity for a high energy ITSM Practice Analyst who is passionate about being a part of a high performing team that builds and governs IT Service Management practices that drive great user and stakeholder experiences and productivity. Our team is a start-up by nature, where we move fast and learn fast. This is a highly collaborative role, where you will assist in leading the work across the ITSM organization and the larger technology enterprise to improve existing practices and define and implement new and emerging ITSM strategies and solutions. This role requires strong strategic thinking, cross group collaboration and a comfort level reporting out to senior leaders.

The ITSM Practice Analyst Specialist is part of a larger team delivering IT Service Management practice governance and solutions to address and meet requirements of the larger organization, including industry specific audit requirements. Focus on translating specific business requirements into technically enhanced and executable processes that are ITIL based. Along with ITSM process owners, deliver process artifacts driven by the ITSM Framework that includes architecture requirements, process design, system integrations, policy, procedures, workflow, and RACI.

You will get an opportunity to work closely with data and partner with internal teams as well as ITSM tools to continually drive feature and capability improvements. This is a challenge like no other, joining the team from the ground and because of your proximity to your partners and stakeholders; in some cases, the customer will be you. This role requires strong stakeholder and end user empathy, ownership, and eagerness to drive clarity through ambiguity.

The ideal candidate will be a self-driven individual with strong technical acumen, relationship building skills, and understanding our business:

• Demonstrates a growth mindset and takes pride in creating an environment where everyone does their best work and feels empowered to bring their authentic selves
• Passionate about making others successful
• Customer-obsessed with the focus to cut through the noise and build what our stakeholders’ need and not always what they want
• Hungry to succeed i.e. you should be willing to take risks, fail fast (if needed) and try again 
• Excellence in leading partner collaboration across multiple teams both within and outside our organization boundaries
  
  

Responsibilities

• Facilitate ITSM practice discussions that will result in rich, intuitive employee experiences utilizing IT Service Management tools suite and surrounding apps
• Establish relationships, influence, and manage dependencies with partners and position our team as contributors to the ITSM practice strategy
• Work closely with process owners to produce architectural solutions, models and deliverables without assistance, ensuring requirements are delivered
• Along with process owners, develop complex workflows and processes that comply with Business Technology Standards and Policies and deliver seamless integration with all ITSM practices
• Work with ITSM process owners, internal teams and stakeholders to ensure ITSM processes are aligned across organization and follow ITIL best practices
• Provide feedback, insight, and solutions into the effectiveness and efficiency of processes, teams, tools, and partners
• Update practice documentation as authorized
• As a member of the SMO team, you will use your skills to engage and facilitate strategic discussions
• Thrive in ambiguity and create clarity for SMO team
• Deliver success through empowerment and accountability by modeling, coaching, and caring
• Model - Live our culture; Embody our values; Practice and Promote our ITSM principles
• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn
• Care - Champion and advocate for our customers in evolving their experience with ITSM practices and tool suites and the ability to use tools and automation to solve challenges
• Be positive, inclusive, and collaborative so you can do its best work
  
  

Qualifications

Required Qualifications

• 6 years of ITSM practice experience
• Ability to drive complex ITSM frameworks, practice and policy adoption, and thrive in a work environment that requires strong problem solving skills and independent self-direction, coupled with an aptitude for team collaboration and open communication
• Strong background in cloud and ITSM software for enterprise - part of your role will be collaborating with ITSM tools teams in building experiences that can connect to and integrate with a variety of other tools and technologies
• Strong technical aptitude with excellent visual and verbal communication skills with ability to influence business and technical decision makers
• Ability to build trust and work collaboratively with a broad spectrum of leadership and stakeholders
• Ability to work well independently as well as part of a team bringing a sense of urgency to the tasks at hand
• High level of initiative, self-motivation, resourcefulness, collaboration and patience
• Strong oral and written communication skills
• ITIL v3 fundamentals certification or higher
  
  

Preferred Qualifications

• BS or higher in Computer Science, Engineering, or related technical experience
  
  

Benefits:

Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/