Senior IT Process Analyst

About Us (Ensono)

Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients' digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize today's systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500 associates globally and is headquartered in greater Chicago.

We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications – whether it's public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don't feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you're continuously innovating – doing more with less while remaining secure. And that's just the beginning.

Job Summary

The Senior IT Process Analyst oversees, and advances change management processes, ensuring compliance, effective stakeholder collaboration, and continual process improvement. This role leads key meetings, delivers training, manages documentation, and provides expert guidance to drive operational excellence in IT Service Management.

Duties and Responsibilities

• Perform comprehensive evaluations of Requests for Change (RFCs), ensuring strict adherence to established change enablement frameworks and best practices.
• Oversee the maintenance and continual improvement of change records within ServiceNow and provide expert support for related IT Service Management (ITSM) modules.
• Lead cross-functional collaboration with stakeholders, facilitating effective communication, gathering comprehensive input, and aligning implementation strategies for IT changes.
• Lead Change Advisory Board (CAB) and Post-Implementation Review (PIR) meetings, fostering executive visibility and robust accountability.
• Design and implement training programs to elevate change management maturity across teams and stakeholders.
• Develop, manage, and maintain knowledge base articles, process documentation, and policy materials to support consistent change practices.
• Conduct comprehensive internal and external audits, ensuring ongoing compliance and continuous process improvement.
• Facilitate client engagement during onboarding and go-live phases to ensure change processes are clearly aligned and adopted.
• Create and present executive dashboards and reports that highlight key trends, risks, KPIs, and opportunities for service improvement.
• Act as a subject matter expert and mentor to associates, fostering knowledge transfer and professional growth within the team.
• Lead major projects and process enhancements, supporting organizational change initiatives and business transformation.
• Conduct thorough analyses of change failures and implement root cause remediation strategies to enhance overall change success rates.

Qualification and Skills:
Required

• Bachelor's Degree and 6 to 10 years of relevant work experience
• ITIL 4/V3 Certified. Intermediate ITIL Certifications preferred.
• ServiceNow, and ITIL process governance.
• Strong leadership and stakeholder management skills.
• Proven experience in driving process improvement and audit compliance.

Shift Timings: 24*7 Rotational Shifts