Process Owner (Analyst)

Primary Skills: ITIL4, ServiceNow, Incident Management, Change Management, Process improvement

Duration: 08+ Months

Location:CA (#LI-Remote)

Pay Range:$60.69 - $65.69 Per Hour on W2

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NOTE: Role open for Women Back to Work candidates with a career gap

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JOB RESPONSIBILITIES:

We are seeking a Business Systems Analysis Senior Associate with a strong focus on IT Service Management (ITSM) process ownership.

This role involves defining and implementing ITSM processes, conducting maturity assessments, and ensuring the effective use of the ServiceNow ITSM module to align with ITIL4 standards.

The ideal candidate will be responsible for continuous improvement based on KPI analysis and stakeholder feedback.

Define and document ITSM processes in line with ITIL4 standards.

Conduct maturity assessments and gap analysis to pinpoint areas needing improvement. JOB REQUIREMENTS:

Implement and harmonize ITSM processes using ServiceNow, focusing on process efficiency.

Establish clear roles, responsibilities, and KPIs for process tracking and accountability.

Regularly report and review process performance with stakeholders to drive continuous improvement.

Strong experience in major incident, change, and problem management processes.

Hands-on expertise with the ServiceNow ITSM module. ITIL 4 certification to validate a thorough understanding of ITIL standards and practices.

ABOUT AKRAYA

"Akraya is an award-winning IT staffing firm consistently recognized for our commitment to excellence and a positive work environment. Voted the #1 Best Place to Work in Silicon Valley (2023) and a Glassdoor Best Places to Work (2023 & 2022), Akraya prioritizes a culture of inclusivity and fosters a sense of belonging for all team members. We are staffing solutions providers for Fortune 100 companies, and our industry recognitions solidify our leadership position in the IT staffing space. Let us lead you to your dream career, join Akraya today! "