Job Description The Information Technology Service Management (ITSM) Incident Process Analyst supports the design, deployment, and operations of IT Infrastructure based processes. The Process Analyst supports the deployment of process and procedures working with stakeholders to identify improvements. Directs the planning, design, and implementation of ITSM Incident processes to meet evolving and changing needs and business requirements of customers, service providers, and internal stakeholders Supports the development of procedures, work instructions, and templates to support process execution Performs as a self-starter who manages end-to-end efforts, working independently, as well as within a team environment Analyzes and uses reengineering approaches that ensure linkage among processes, service providers, and organizational structures to develop unified and consistent service delivery Leverages knowledge and best practice experience to identify and champion recommendations for improvements opportunities within the specific process area Monitors processes within the environment and throughout the ITSM process life cycle; validates adherence to specified process requirements and measurement activities; leads quality assurance activities related to process Ensures compliance with process-specific standards and policies Supports analysis, evaluation, and assessment of process performance measurements, and may brief results and recommendations to the appropriate level governance forums Conducts quality assessments to validate proper implementation of processes to meet quality standards Supports in the preparation of briefs, and reports to customers and service providers Works with other process areas to perform analyses and troubleshoot issues across specific ITSM process areas Applies process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements Delivers high quality work and can adapt to new challenges, either on their own or as part of a team Position Responsibilities: Manage incidents proactively Ensure end user satisfaction during incident resolution Take corrective action based on customer feedback or dissatisfaction; ensure similar case of dissatisfaction does not repeat Identify incident trends and create problem tickets for the same Identify incident resolutions that can be automated, liaison with tools team for automation Ability to use analytical tools and techniques to support reporting across the ecosystem Ensures periodic and sufficient communication to management, business, and customers Supports quick resolution of major incidents, ensuring the Ecosystem is following processes and procedures Utilize Service Now dashboards, tools, and techniques to report the status of the incident process as needed Support Governance forums by preparing slides and reports to show status We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .     To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements TS/SCI with Poly Required Bachelors Degree OR 5+ years of related work experience Working knowledge of the Service Management workflows and ITSM processes Knowledge of ITIL processes with the ability to obtain the ITIL 4 certification within three months of hire Experience working with an IT service ticketing system analyzing data Experience managing projects to meet schedules and milestones ITIL Foundations Certification ServiceNow Certification null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.