Process Specialist - ITSM Governance

About the role

Analog Devices is seeking a Process Specialist to support IT Service Management (ITSM) governance for Engineering IT, covering compliance, reporting and continuous improvement. The role partners with IT teams and process owners to standardize, measure and optimize ITSM processes so that service quality and operational efficiency improve.

Key responsibilities

• Support governance of ITSM processes (Incident, Major Incident, Problem, Change, Request, Knowledge Management) and ensure compliance with ITSM policies, standards and procedures
• Assist with process audits, reviews and compliance reporting, and maintain process documentation, workflows and governance artifacts
• Develop and maintain ITSM dashboards, KPIs and operational reports, analyze service management data and track process performance
• Identify process gaps, recommend improvements and support automation initiatives aligned with ITIL
• Collaborate with IT teams, service owners and business stakeholders, support process training and take part in cross-functional projects

Required profile

• Bachelor's degree in Information Technology, Engineering or a related field
• 3-5 years of experience in ITSM, process management, governance, compliance or operational excellence
• Working knowledge of ITIL principles and service management best practices
• Experience with ITSM platforms such as ServiceNow, Jira Service Management or similar
• Preferred: ITIL Foundation certification, Lean, Six Sigma or continuous improvement experience, audit/compliance support experience, project coordination experience

Required skills

• Proficiency in Microsoft Excel, Power BI, ServiceNow Report or similar reporting tools
• Strong analytical skills, reporting, dashboard creation and data analysis
• Excellent communication and stakeholder management skills