ITSM Compliance Analyst
We’re seeking a high-energy ITSM Compliance Analyst who is passionate about driving IT Service Management (ITSM) best practices that enhance user experiences, stakeholder engagement, and overall productivity. Our team operates with a startup mindset—moving fast, learning quickly, and continuously evolving.
9 month contract to hire- remote
In this highly collaborative role, you will play a key part in leading ITSM initiatives across the broader technology organization. You’ll work to enhance existing practices while also defining and implementing emerging ITSM strategies and solutions. This position requires strategic thinking, strong cross-group collaboration, and comfort reporting to senior leadership.
Responsibilities
- Prepare for and facilitate regular ITSM governance discussions to create intuitive employee experiences using IT Service Management tools and surrounding applications.
- Work closely with ITSM process owners to ensure ITSM Framework artifacts are up-to-date and readily available.
- Partner with ITSM process owners, internal teams, and stakeholders to ensure ITSM process requirements are consistently followed.
- Conduct periodic reviews of the ITSM Framework and practices using established OKRs and KPIs while performing extensive process walk-throughs.
- Build relationships, influence, and manage dependencies with key partners while positioning the team as a key contributor to ITSM practice strategy.
- Utilize facilitation skills to lead strategic discussions as a core member of the IT Service Management Office (IT SMO).
- Navigate ambiguity effectively and provide clarity to drive team success.
- Deliver success through empowerment and accountability by modeling, coaching, and mentoring.
- Model: Embody the company’s culture, values, and ITSM principles.
- Coach: Define objectives and outcomes, enable success across teams, and foster adaptability.
- Care: Advocate for customers by improving ITSM practices and tool experiences through automation and innovation.
- Promote a positive, inclusive, and collaborative work environment.
Qualifications
Required Qualifications
- 5+ years of ITSM practice experience.
- Strong background in ITSM processes and governance frameworks.
- Experience with enterprise ITSM software and cloud-based solutions, with the ability to integrate ITSM tools across various technologies.
- Proven ability to build trust and work collaboratively with leadership and stakeholders.
- Strong self-motivation, resourcefulness, and ability to drive tasks with urgency.
- Excellent oral and written communication skills.
- ITIL v3 Fundamentals certification or higher.
Preferred Qualifications
- Bachelor’s degree or higher in Business Management, Information Technology, or a related technical field.
This role offers an exciting opportunity to shape ITSM strategies from the ground up while working with a dynamic team focused on continuous improvement and innovation.
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