Senior Analyst, ITSM Governance & Service Assurance
Job Description
Position Summary:
The Senior Analyst, ITSM Governance & Service Assurance is responsible for establishing, governing, and improving core ITSM processes to deliver consistent, measurable, and value-driven service outcomes. The role oversees Service Catalog Management, Request Fulfillment, Knowledge Management, Reporting & Analytics, Service Assurance, and ITSM education programs to ensure process standardization, compliance, and continual improvement across global operations.
Key Responsibilities
ITSM Process Governance & Ownership
Govern end-to-end ownership of core ITSM processes, including Service Catalog, Request Fulfillment, Knowledge Management, and Reporting & Analytics.
Define and maintain clear roles, responsibilities, and decision rights (RACI) to ensure consistent execution across Technology Services.
Ensure ITSM processes are documented, auditable, and followed consistent...