ITSM Process Analyst

Creating Peace of Mind by Pioneering Safety and Security
At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world.
Standard Duties And Key Responsibilities

• Evaluate current ITSM processes, identify & design improvement opportunities
• Create and maintain process documentation, including user guides, knowledge articles, and process workflows
• Communicate ITSM process changes to IT teams
• Act as a technical resource to others to resolve problems, issues, errors, queries, and reports as relating to ITSM / ITIL based processes
• Follow and support defined ITIL based processes including Incident, Problem, Knowledge and Change Management process and workflows
• Work closely with various IT teams to gather requirements, facilitate discussions, and align process changes with business goals; Evaluate ITSM tool requirements and drive improvements to the ITSM tool experience
• Provide training and ongoing support to IT teams on ITSM processes and procedures to promote understanding and adherence
• Proactively identify opportunities for process optimization and innovation to enhance overall IT service management
• Other duties may be assigned

Preferred Education/Experience Qualifications

• Degree from an accredited university or 4 years of equivalent experience
• Experience with IT Service Management and ITIL frameworks
• Experience in process design and continuous improvement
• Strong analytical and process problem-solving skills
• Ability to collaborate effectively with cross-functional teams
• Excellent English communication skills, both written and verbal, with strong interpersonal abilities
• Proven track record of working successfully with a global team that is distributed geographically
• Ability to work independently and without significant oversight
• High level of motivation and commitment

This job description highlights the core responsibilities and expectations for an ITSM Process Analyst, emphasizing their role in bridging business and IT through effective process management.

In essence, the ITSM Process Analyst acts as a key player in ensuring that IT services are delivered effectively and efficiently, meeting both business needs and industry's best practices.

*We Celebrate Who We Are *
Allegion is committed to building and maintaining a diverse and inclusive workplace. Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we're required to, but because it's the right thing to do. We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team.

Allegion plc, 2023 | Block D, Iveagh Court, Harcourt Road, Dublin 2, Co. Dublin, Ireland

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Allegion is an equal opportunity and affirmative action employer

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