Business Process Analyst - IT Service Management

ExxonMobil is hiring for the role of Business Process Analyst - IT Service Management!

Responsibilities of the Candidate:

• Define, maintain, and communicate IT Service Management (ITSM) policies and guardrails
• Actively monitor health of ITIL/ITSM processes and define improvement opportunities.
• Define/translate process requirements to user stories for ServiceNow ITSM system for development/implementation.
• Develop implementation strategy and design requirements to enable new functionality in ServiceNow.  
• Engagement with key stakeholders to ensure ServiceNow is used effectively to meet their strategic objectives.  
• SME for Incident, Change, Request, and Problem management use of ServiceNow for the corporation
• Interaction with ServiceNow vendor to understand new functionality, report new issues, or request enhancements.
• Provide training for ITIL/ITSM processes and related use of ServiceNow ITSM system for global participants.

Requirements:

• B.S, BCA, BBA or any computer application related degrees or relevant
• 1 to 3 years of equivalent work experience in ITIL or ITSM’
• Familiarity with incident, change, and request usage.  ITIL or ServiceNow training not required but beneficial.
• Background in IT operations (FI or applications).
• Strong communication skills - The success of ITSM practices corporate wide rely on effective communication of the benefits, risk consequences, and applicability.
• Strong MOC skills in order to coordinate changes to processes and system usage across EMIT and in some cases business users.
• UX knowledge and experience – beneficial for the process and interface/portal design/update.
• Familiarity with incident, change, and request usage.  ITIL or ServiceNow training not required but beneficial.
• Background in IT operations
• ITIL, Change Management