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

Arizona Public Service - Phoenix, AZ

Full-time - Entry Level

Phoenix, AZ

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 stakeholders to standardize processes, implementing business requirements on the ServiceNow platform, and advocating for ITIL best practices to drive continuous improvement in IT processes. The analyst will also produce IT KPIs and metrics, monitor key processes, and respond to reporting requests, contributing to the overall success of the IT operations team.

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.
• Participate in the development analysis, planning, administration, and communication of business unit projects, processes, and practices.
• Research and analyze routine to moderate business/operations problems within the business unit.
• Participate in the analysis and recommendation of new business processes, including new systems and/or enhancements to existing systems.
• Work on process improvement initiatives and gap identification.
• Participate in the development of effective business cases using sound cost/benefit analysis.
• Maintain and support a variety of reports or queries utilizing appropriate reporting tools.
• Participate in project team assignments as a subject matter expert.
• Maintain documentation of processes, guidelines, tools, and training aids required to support the business unit.
• Monitor and track business goals, activities, performance monitoring, and issues related to assigned unit.
• Conduct research, perform data analysis, and report findings through formal presentations.
• Manage access and security for business unit systems, ensuring appropriate data security controls.

Requirements

• BS/BA equivalency or an equivalent combination of four years relevant business work experience and relevant college coursework in business, information technology or a related area.
• Two (2) years of progressively responsible experience with general knowledge and understanding of business unit operations, systems, and database design.
• Strong analytical, reporting and troubleshooting skills with attention to detail.
• Ability to work independently and in a team environment.
• Excellent interpersonal and communication skills; able to influence and negotiate.
• Experience with ServiceNow ITSM modules and knowledge of the ServiceNow platform.
• Familiarity with Agile methodology and DevOps principles.
• Ability to communicate technical concepts to non-technical audiences.
• Understanding of SLAs and their configuration in ServiceNow.
• Commitment to continuous improvement and process standardization.

Nice-to-haves

• ITIL Foundations Certification (v3 or higher) is a PLUS.
• 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 retirement plan
• Paid holidays
• Flexible scheduling
• Professional development opportunities