IT Service Management Process Analyst

You'll know you're a successful IT Service Management (ITSM) Process Analyst if you:

• Have fully integrated into the ITSM team, establishing strong collaborative relationships with key stakeholders across MISO.
• Have successfully partnered with the ITSM Advisor to design and implement a robust Event Management process and capabilities, ensuring seamless detection and response to IT service disruptions.
• Are proficient in leading major incidents, demonstrating the ability to make critical decisions under pressure, and will have effectively coordinated the resolution of complex problems related to MISO's critical systems, driving improvements in service reliability and performance.

Skills needed for our ITSM Process Analyst role include:

• ITSM Knowledge: Proficient in IT frameworks or other structured frameworks such as ITIL (Information Technology Infrastructure Library), Fair Process, FOCUS Framework, LEAN, Six Sigma, and Organizational Change Management with a focus on ITSM processes and best practices.
• Experience in coordination of cross-functional teams, which may include technical projects or response to incidents or issues.
• 3-5 years of relevant experience and a Bachelor's degree preferred.
• Effective communication with various stakeholders including business users, IT teams, and leadership and ensuring alignment between IT services and business needs.
• Commitment to continuous improvement of IT services and processes and experience actively seeking feedback, analyzing performance metrics, and proposing enhancements to ensure that IT services align with evolving business needs.
• Experience identifying and capturing key information from subject matter experts to develop best practices, business process management procedures, requirements, work level instructions, and knowledge articles.

Appropriate level will be determined based upon experience and knowledge.

Transformative innovation is happening in the electric industry, from digitalizing homes and distributed resources to renewable energy and an ever-changing grid. MISO manages the electricity superhighway in the Central U.S. and through use of groundbreaking research and advanced technology, our highly skilled employees ensure power flows reliably to 45 million Americans. Operating the electricity grid, running a robust energy market, planning for a bright future - it's what our immensely hardworking and dedicated team does every day.

At MISO we offer a hybrid work environment and a comprehensive benefits package available on your first day of employment.

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