RR-0103035 - Sr Analyst I Infrastructure Services

Job Description:

Key Responsibilities:

• Assess and optimize existing ITIL processes to enhance efficiency and automation potential.
• Identify automation opportunities and work with relevant teams to implement process automation solutions.
• Design and document nimble, scalable, and automation-ready workflows.
• Collaborate with cross-functional teams, including IT Operations, Service Management, and Automation teams, to drive continuous improvement initiatives.
• Ensure adherence to ITIL 4 best practices in service delivery and process design.
• Use data-driven insights to recommend improvements and reduce operational bottlenecks.
• Lead process governance and compliance initiatives while balancing flexibility and efficiency.
• Conduct stakeholder training and knowledge sharing on automation-enabled processes.

Required Skills & Qualifications:

• 8-10 years of experience in Process Engineering, IT Service Management, or Process Automation.
• ITIL 4 Certification (mandatory).
• Strong experience in ITIL-based process design, re-engineering, and implementation.
• Hands-on experience with automation tools (e.g., RPA, ServiceNow, UiPath, Power Automate, etc.).
• Solid understanding of workflow automation and orchestration technologies.
• Proven track record of leading process improvement initiatives and delivering efficiency gains.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.

Preferred Qualifications:

• Experience in ServiceNow or other ITSM tools.
• Knowledge of scripting or low-code/no-code automation platforms.
• Familiarity with Agile and Lean methodologies for process optimization.

If you are passionate about streamlining processes, driving automation, and improving IT service management, we encourage you to apply!

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