**Description** As MISO’s **IT Process Analyst (ITIL),** you will be responsible for driving continuous improvement in IT services by analyzing performance and implementing improvement initiatives. This role works closely with stakeholders to align IT services with business needs and ensure best practices are followed. Emphasizing curiosity, a dedication to continuous learning, and a focus on strong collaboration, you’ll ensure improvements align with industry best practices and regulatory requirements and share those best practices. Your key responsibilities as MISO’s **IT Process Analyst include:** + Monitoring service performance and analyze data to identify improvement areas. + Engaging with stakeholders to gather input and communicate findings. + Ensuring alignment with best practices and regulatory standards. + Presenting performance reports and improvement plans to stakeholders. + Analyze service performance metrics and KPIs to identify trends and areas for improvement. + Tracking and prioritizing improvement opportunities in a CSI register. + Collaborating with teams to implement and adjust improvement strategies. + Conducting root cause analysis to recommend corrective actions. + Documenting and communicating process changes effectively. Skills needed for our **Continual Service Improvement (CSI) Analyst/IT Process Analyst** role include: + Bachelor’s degree in Information Technology, Business Administration, or related field (required). + A minimum of five (5) years relevant hands-on work experience with CSI processes. + ITIL Certifications are highly desirable (ITIL Practitioner, Intermediate, or Expert) + Proven track record of involvement in continual service improvement initiatives. + Certifications in Six Sigma, Lean IT, COBIT, or ISO/IEC 20000 desirable + Experience in mapping, analyzing, and redesigning IT processes to enhance efficiency and service quality. Experience with process modeling tools such as Visio. + Familiarity with ITSM tools such as Cherwell, ServiceNow, BMC Remedy. + Knowledge of Process Improvement frameworks and methodologies such as Six Sigma, Lean, or Kaizen. 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. \#DiscoverMISO #MISOCareers #lifeatMISO #weareMISO \#LI-HYBRID \#LI-JH1 **Qualifications** **Education** **Preferred** + Bachelors or better **Licenses & Certifications** **Preferred** + (ITIL)Info Tech InfraLib