IT Service Management Process Analyst - C12 - HEREDIA

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. In this role you will be responsible for supporting one or more ITSM processes where you will act as a subject matter expert for the process(es) across process definition and standard, procedures, supporting ServiceNow workflows, reporting, controls, governance, and audit/regulatory support

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Responsibilities:

• Define and refresh the enterprise ITSM process strategy aligned to ITIL v4, COBIT, 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.

Qualifications:

• 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.

Education:

• Bachelors/University degree in Information Systems, Computer Science, or related field or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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