Specialist IS Bus Sys Analyst

*What you will do*

In this vital role you will serve as the Process Owner for Service Management Governance and Service Lifecycle Management. This senior-level individual contributor will be responsible for establishing, enhancing, and governing the frameworks that support ITSM process maturity, performance measurement, policy compliance, and service lifecycle optimization across the enterprise.

This role plays a key part in aligning service management processes with business goals through data-driven insights, standardized governance models, and continuous improvement. The successful candidate will partner with platform owners, process leads, service owners, and audit/compliance partners to deliver robust, transparent, and efficient ITSM governance.

*Roles & Responsibilities:*

• Define and maintain governance standards for ITSM processes and Service Lifecycle Management, ensuring alignment with industry standard methodologies (e.g., ITIL).
• Lead the design, implementation, and enhancement of governance and service management frameworks that drive operational excellence and service maturity.
• Maintain and refine service portfolios, service definitions, process controls, and policy consistency tracking across IT and business services.
• Collaborate with process owners and platform teams to integrate governance structures into the ServiceNow platform, supporting workflow automation and performance reporting.
• Drive continuous improvement through data analysis, reporting, and benchmarking across service delivery, compliance, and automation metrics.
• Develop templates, SOPs, dashboards, and education materials that promote standardization and policy consistency across the ITSM landscape.
• Facilitate partner workshops, audits, and multi-functional reviews to ensure process alignment and visibility.
• Serve as the subject matter expert for governance-related inquiries and partner with risk, compliance, and audit teams to meet regulatory obligations.
• Champion automation strategies to streamline service onboarding, approvals, and reporting.
• Provide governance recommendations during new process or tool implementation to ensure scalability and compliance.

Basic Qualifications:

• Doctorate degree / Master's degree / Bachelor's degree and 8 to 13 years Computer Science, IT or related field experience

Preferred Qualifications:

*Functional Skills:*

Must-Have Skills:

• ITSM Governance & Lifecycle Knowledge: Deep understanding of ITIL-based service governance and lifecycle models, including service portfolios and operational controls.
• ServiceNow Governance & Reporting: Experience supporting or administering governance and performance frameworks within ServiceNow or similar platforms.
• Policy Design & Enforcement: Ability to establish governance policies, process guidelines, and control mechanisms that support enterprise compliance and audit readiness.
• Metrics & Data Analysis: Strong analytical skills for interpreting performance metrics, control failures, and audit findings to recommend improvements.

*Good-to-Have Skills:*

• Service Portfolio Management: Familiarity with managing service taxonomies, lifecycle stages, and standardized service offerings across IT or shared services.
• Audit & Regulatory Awareness: Experience working with compliance frameworks (e.g., SOX, GxP, ISO and preparing for internal/external audits.
• Process Modeling & Improvement: Exposure to business process mapping tools, continuous improvement methodologies, and risk management practices.
• Automation Enablement: Understanding of workflow and policy automation to reduce manual intervention and improve governance consistency.

*Professional Certifications:*

• ITIL v3/4 Foundation Certification (mandatory)
• ITIL Intermediate or Managing Professional Certification (preferred)
• ServiceNow Certified System Administrator or Implementation Specialist (preferred)
• Scaled Agile Framework (SAFe) for Teams or Product Owner (preferred)

*Soft Skills:*

• Attention to Detail: Careful and thorough in documenting and tracking process activities, with a strong focus on accuracy and completeness in data entry, validation, workflows, and testing.
• Effective Communication: Clearly and confidently communicates with both technical and non-technical audiences across diverse, multi-functional teams, influencing without direct authority when needed.
• Analytical & Problem-Solving: Skilled in interpreting data, identifying root causes, and developing practical, data-driven solutions to complex issues, including resolving data inconsistencies and driving process improvements.
• Initiative & Accountability: Highly self-motivated and proactive self-starter who works independently, manages priorities, and demonstrates strong ownership and follow-through on tasks and initiatives.
• Collaboration & Teamwork: Works effectively within global, multi-functional teams, actively supporting colleagues and contributing constructively to shared goals and process integrity.
• Adaptability & Flexibility: Maintains productivity and composure in dynamic environments with shifting priorities, evolving systems, and partner expectations, while ensuring high-quality outcomes.
• Time & Task Management: Manages multiple concurrent responsibilities efficiently, balancing priorities to consistently meet deadlines and deliver quality results.
• Process-Oriented Thinking: Demonstrates attention to detail with a structured, methodical approach to process analysis, improvement, and documentation.
• User & Customer Focus: Keeps partner and end-user needs central when evaluating, designing, or enhancing processes and tools, with a focus on usability, integrity, and value.