Job Description

Job Overview
Citi's IT Service Management (ITSM) organization supports hundreds of thousands of IT incidents, problems, changes and requests each year, enabling Citi to deliver on its business-driven priorities. The IT Service Management Process Analyst is a key member of the IT Service Management Office and supports the end-to-end management of one or more ITSM processes.
As an IT Service Management Process Specialist, you will help create, develop, and be accountable for both short, medium, and long-term continuous improvement strategy for IT Service Management processes at Citi. Working with ITSM process owners, operational execution/delivery owners, along with customers and stakeholders, you will help set process strategy, develop and operate a continual service improvement roadmap across process, technology, and people while supporting ongoing audit, risk, and compliance needs.
KEY RESPONSIBILITIES:

• Define and refresh the enterprise ITSM technology change management strategy aligned to ITIL v4, business goals, risk tolerance, and customer experience goals
• Support governance boards and councils; secure alignment on priorities, funding, and KPIs
• Drive an integrated model linking process, service, platform, and data decisions
• Maintain authoritative standards procedures and control objectives; ensure audit readiness.
• Standardize process and workflows to improvement efficiency and reduce operational risk
• Own the backlog of process enhancements, prioritizing by value, risk reduction, and strategic fit.
• Partner with stakeholders to shepherd improvements from ideation through realization.
• Serve as the "voice of the process" to executives, platform teams, and frontline support
• Tailor messaging, visuals, and tone of communications to audiences for clear, data-drive decision making
• Lead customer satisfaction survey design, scoring, and action planning.
• Stay active in ITSM communities, conferences, and analyst briefings; inject external best practices into the roadmap
• Standardizing and leveraging industry-best IT Change Management practices and solutions to drive operational efficiency and reduce risk
• For changes to tooling, conducting end-to-end testing of processes in SIT, UAT, and Production environments, documenting technical testing and end-user UAT testing scenarios including identifying required CMDB data to support testing, creating UAT testing scenarios for automated testing frameworks (ATF), troubleshooting and triaging failed UAT test scenarios and documenting any defects uncovered, testing of defects/stories in SIT.
• End-user training when process/tooling changes are introduced, including, conducting application and implemented business process demonstrations and trainings to end-users and stakeholders, and conducting one-way and two-way live and recorded interactive training sessions for small, medium, and large audiences including preparation of material and voice-overlays.
• Organizational Change Management of process and tooling changes.
• Customer Satisfaction Surveying & Scoring.
• ServiceNow Process Enhancement Pipeline / Book of Work.
• Analyzing, assessing, and introducing new ServiceNow capabilities.
• Industry Immersion and Influencing of ServiceNow Roadmap.
• Governance maturation.
• Audit / Regulatory support.
• Other ITSM business analyst / process needs as identified by management.

GENERAL CHARACTERISTICS FOR SUCCESS:
The successful candidate will need to be a hands-on self-starter, capable of working with others around the world. This includes:

• Pro-active, can-do approach
• Customer focus
• Accuracy and attention to detail
• Personal commitment/Flexibility
• Excellent interpersonal and communication skills
• Demonstrable ability to multi-task and prioritize effectively
• Dynamic, enthusiastic, confident, reliable team member
• Strong performance record with history of increased responsibility

EXPERIENCE & EDUCATIONAL PREFERENCES

• Bachelor's degree in information systems, Computer Science, or related field preferred
• Deep working knowledge of ITIL v4 - Foundation required; Managing Professional preferred.
• 5+ years in IT Service Management as a Process Owner, Process Analyst, or Business Analyst with at least 3 years hand-on ServiceNow experience.
• Deep understanding of best practices across Incident, Problem, Change, Knowledge, and Request Management and familiarity with reporting/metrics design.
• Conversant across infrastructure, applications, and cloud technologies
• Outstanding written, verbal, and non-verbal communication; proven influencer who adapts rapidly to different audiences.
• Ability to build business cases, quantify ROI, and translate technical concepts for senior stakeholders.
• Knowledge of large enterprise controls (SOX, ISO) and audit remediation
• Experience scaling ITSM processes for global organizations
• SharePoint designer / design experience a plus
• ServiceNow CIS-ITSM or PMP/PMI-ACP a plus
• Familiarity with Jira Service Management and Jira a plus
• Familiarity with Product Management frameworks (SAFe, Lean Portfolio Management) a plus
• Lean Six Sigma/Black Belt advantageous

Job Family Group: Technology
Job Family: Infrastructure
Time Type: Full time
Most Relevant Skills Please see the requirements listed above.
Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
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Skills Required