Symbotic

ITSM Process Analyst

Symbotic

contract

Posted on:

Location Type: Remote

Location: Remote • 🇨🇦 Canada

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Job Level

Mid-LevelSenior

Tech Stack

ITSMServiceNow

About the role

  • Analyze existing ITSM processes to identify inefficiencies or areas for improvement
  • Design and implement new processes or optimize existing ones to align with industry best practices (e.g., ITIL framework)
  • Document process workflows, policies, and procedures for consistency and clarity
  • Ensure ITSM processes comply with organizational policies and external regulations
  • Monitor adherence to established processes and recommend corrective actions when deviations occur
  • Define key performance indicators (KPIs) and metrics for ITSM processes
  • Regularly analyze process performance data and generate reports for stakeholders
  • Provide insights and recommendations based on performance trends
  • Work closely with IT teams, business units, and leadership to understand requirements and ensure alignment with organizational goals
  • Facilitate communication between different teams to promote process adoption and continuous improvement
  • Assist in the configuration and maintenance of ITSM tools (ServiceNow)
  • Ensure ITSM tools are optimized to support process workflows and reporting needs
  • Identify improvement opportunities for automation and AI to assist teams in delivering services
  • Develop and deliver training materials for staff on ITSM processes and tools
  • Act as a subject matter expert (SME) to provide guidance and support to teams implementing ITSM practices
  • Manage key ITSM processes such as incident management, problem management, and change management
  • Collaborate with teams to ensure timely resolution of incidents and effective root cause analysis for problems
  • Identify opportunities for automation and innovation within ITSM processes
  • Stay updated on emerging trends and technologies in ITSM and recommend their adoption.

Requirements

  • 5–8 years of experience in IT Service Management or related governance or process oversight roles
  • In-depth understanding of ITIL principles and frameworks and their application to global organizations
  • Proficiency in the use of enterprise-grade ITSM tools (ServiceNow preferred)
  • Excellent analytical and problem-solving skills
  • Effective communication and stakeholder management abilities
  • Experience in process mapping and workflow design
  • Exposure to automation and monitoring toolsets, Predictive or Agentic AI, and/or machine learning
  • Proven ability to work in and influence multidisciplinary teams in a matrix management environment
  • Flexible work style, hours, and telecommuting presence required as this role interacts globally on a regular basis
  • Awareness of emerging trends in ITSM, such as AI and automation.
Benefits
  • Professional development
  • Flexible work arrangements
  • Training and Knowledge Sharing

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
IT Service ManagementITILprocess mappingworkflow designautomationmachine learningPredictive AIAgentic AIincident managementchange management
Soft skills
analytical skillsproblem-solving skillscommunicationstakeholder managementflexibilityteam collaborationinfluencetraining developmentprocess improvementcontinuous improvement