Senior Process Analyst Required Skills/# of Years: 3-4 years of IT infrastructure and/or application development experience 2-3 years of ITSM experience in the areas of Change, Incident, and/or Problem Management. ITSM tool experience is preferred (HP, Remedy, Service-now, etc.) Strong documentation skills Strong communication skills with a collaborative approach Self motivated and ability to work individually or in a group setting ITIL Certification is a plus Develop and run a centralized process for associating Changes with Incidents that they cause, utilizing data from Change Management and Incident Management processes. Coordinate with Critical Incident Management process to perform Post-Implementation Reviews on Changes that caused High-Impact Incidents. Provide relevant information from Post-Implementation Reviews to the Problem Management process for continued follow-up. Participate in Critical Incident processes to provide Change Management presence and support. Examples include providing Change information for SWAT calls attempting to resolve Critical Incidents; participating in daily status summary calls to provide any needed Change information. Work with Change Process Owner to identify Key Performance Indicators and to develop metrics and reporting against the KPIs. Develop reporting to identify trends in Changes that cause Incidents. Work with Change Process Owner to develop recommendations based on findings. Work with Change Process Owner to identify and prioritize tool enhancements to address problem areas identified with Changes that cause Incidents. Audit Change Requests for process adherence; identify and report on Process Exceptions. Collaborate with Change Coordinators to provide insight into risks associated with planned Changes based on previous similar Changes. ITIL Foundations Certification is required (ITIL v2 or v3). ITIL v3 is highly desired. Description of Project: Chicago based financial institution is seeking a Sr. Process Analyst who has experience in the area of Change Management. Our IT Service Management group is seeking an individual who understands the value of customer satisfaction and the need for exceeding expectations and who has a strong grasp of IT Service Management, ITSM tools and the ITIL framework. Organizational skills, adaptability and attention to detail will be key attributes necessary in navigating overlapping processes used by our global IT staff. The ideal candidate has experience in one or more of the following ITIL processes: Change Management, Incident Management, Problem Management. Randstad Technologies is an EOE-M/F/V/D and is a wholly owned subsidiary of Randstad Holding nv, an $18.8 billion global provider of professional employment services and the second largest staffing organization in the world. Randstad Technologies Chicago, IL 60602 Phone: (312) 917-8500 Web: http://technologies.randstadusa.com
