IT Service Management Process Analyst, Citi

Citi

Location:
Costa Rica, Heredia

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The IT Service Management Process Analyst is a key member of the IT Service Management Office and supports the end-to-end management of one or more ITSM processes. As an IT Service Management Process Specialist, you will help create, develop, and be accountable for both short, medium, and long-term continuous improvement strategy for IT Service Management processes at Citi. Working with ITSM process owners, operational execution/delivery owners, along with customers and stakeholders, you will help set process strategy, develop and operate a continual service improvement roadmap across process, technology, and people while supporting ongoing audit, risk, and compliance needs. In this role you will be responsible for supporting one or more ITSM processes where you will act as a subject matter expert for the process(es) across process definition and standard, procedures, supporting ServiceNow workflows, reporting, controls, governance, and audit/regulatory support.

Job Responsibility:

Define and refresh the enterprise ITSM process strategy aligned to ITIL v4, COBIT, business goals, risk tolerance, and customer experience goals
Support governance boards and councils
secure alignment on priorities, funding, and KPIs
Drive an integrated model linking process, service, platform, and data decisions
Maintain authoritative standards procedures and control objectives
ensure audit readiness
Standardize process and workflows to improvement efficiency and reduce operational risk
Own the backlog of process enhancements, prioritizing by value, risk reduction, and strategic fit
Partner with stakeholders to shepherd improvements from ideation through realization
Serve as the “voice of the process” to executives, platform teams, and frontline support
Tailor messaging, visuals, and tone of communications to audiences for clear, data-drive decision making
Lead customer satisfaction survey design, scoring, and action planning
Stay active in ITSM communities, conferences, and analyst briefings
inject external best practices into the roadmap

Requirements:

Deep working knowledge of ITIL v4 – Foundation required
Managing Professional preferred
5+ years in IT Service Management as a Process Owner, Process Analyst, or Business Analyst with at least 3 years hand-on ServiceNow experience
Deep understanding of best practices across Incident, Problem, Change, Knowledge, and Request Management and familiarity with reporting/metrics design
Conversant across infrastructure, applications, and cloud technologies
Outstanding written, verbal, and non-verbal communication
proven influencer who adapts rapidly to different audiences
Ability to build business cases, quantify ROI, and translate technical concepts for senior stakeholders
Knowledge of large enterprise controls (SOX, ISO) and audit remediation
Experience scaling ITSM processes for global organizations
SharePoint designer / design experience a plus
ServiceNow CIS-ITSM or PMP/PMI-ACP a plus
Familiarity with Jira Service Management and Jira a plus
Familiarity with Product Management frameworks (SAFe, Lean Portfolio Management) a plus
Lean Six Sigma/Black Belt advantageous
Bachelors/University degree in Information Systems, Computer Science, or related field or equivalent experience

Nice to have:

SharePoint designer / design experience
ServiceNow CIS-ITSM or PMP/PMI-ACP
Familiarity with Jira Service Management and Jira
Familiarity with Product Management frameworks (SAFe, Lean Portfolio Management)
Lean Six Sigma/Black Belt

Additional Information:

Job Posted:
May 13, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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IT Service Management Process Analyst