ITIL Analyst I / II (ITSM / ITIL) | IT Operations

Arizona Public Service - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

501-1,000 employees

Utilities

About the position

The ITIL Analyst I / II position at APS focuses on Incident, Problem, and Change Management within IT Operations. The role involves collaborating with a dedicated team to standardize and deliver product and process roadmaps, ensuring adherence to ITIL best practices and driving continuous improvement in IT processes.

Responsibilities

• Standardize and deliver process roadmap activities for Incident, Problem, and Change Management.
• Collaborate with stakeholders to understand and negotiate process requirements.
• Work with development teams to implement business requirements on the ServiceNow platform.
• Produce IT KPIs and metrics using ServiceNow, monitor key processes, and respond to reporting requests.
• Advocate for ITIL best practices and drive continuous improvement in IT processes.

Requirements

• ITIL Certification
• Bachelor of Science or equivalent experience
• 2 years of experience in ITIL or ITSM roles
• Strong analytical, reporting, and troubleshooting skills
• Experience with ServiceNow ITSM modules
• Familiarity with Agile methodology and DevOps principles
• Excellent interpersonal and communication skills
• Understanding of SLAs and their configuration in ServiceNow.

Nice-to-haves

• ITIL Foundations Certification (v3 or higher)
• Experience in producing IT KPIs and metrics
• Knowledge of ITIL principles and their application in Incident, Problem, and Change Management
• Experience in training and facilitating the adoption of ITIL standards.

Benefits

• Health insurance
• 401k plan
• Paid holidays
• Flexible scheduling
• Professional development opportunities