Sr. Business Systems Analyst

Requisition ID: 18030

 

Join us in building a better future for Arizona!

SRP is one of the largest public power and water utilities in the U.S. providing electricity to approximately one million customers in the greater metropolitan Phoenix area. Since its founding in 1903, SRP has fostered a culture of stewardship and customer service consistently ranking as an industry leader in customer service according to J.D. Power and named one of Arizona's best employers by Forbes. SRP continues to adapt to its changing business environment by seeking innovative ways to reimagine utility service and the provision of critical resources essential to the life and economy of Arizona.

 

Why Work at SRP

At SRP, we foster an inclusive work environment and believe everyone should have a fair chance to work, regardless of who they are. That’s why we value teams with diverse perspectives, experiences, and backgrounds to help SRP deliver on its mission of providing reliable, affordable and sustainable water and power.

 

SRP's success is rooted in our employees' happiness, health, and safety. That's why we offer a comprehensive benefits package to meet the needs of our employees and enhance their well-being. In addition to competitive pay and performance incentives, eligible employees can take advantage of the following benefits:

 

• Pension Plan (at no cost to the employee)
• 401(k) plan with employer matching
• Available your first day: Medical, vision, dental, and life insurance
• Over 200+ hours of PTO (includes vacation days, holidays, floating holidays, and sick leave)
• Parental leave (up to 4 weeks) and adoption assistance
• Wellness programs (including access to a recreation and fitness facility)
• Short and long-term disability plans
• Tuition assistance for both undergraduate and graduate programs
• 10 Employee Resource Groups for career development, community service, and networking

 

Summary

The Senior ITIL Analyst serves as process owner for ITIL disciplines as they relate to current Service Management practices across the enterprise, and through to their facilitation in the ServiceNow platform.

Coordinating all aspects of ITIL service design & continual improvement processes, the role provides oversight and guidance of the end-to-end ITIL and related ITSM process, including service levels, risk, capacity, availability, service continuity, discovery, & CMDB/CSDM Reporting. 

Reporting to the Sr Manager, IT Governance & Service Management, the Sr ITIL Analyst is responsible for the development of the overall ITIL roadmap and ITIL strategic direction, along with ITSM service-level agreements and governance.

This role is also responsible for ensuring that business needs, related to ITIL practices, are clearly understood, documented, and met.

They will work closely with business area ServiceNow platform users, subject matter experts and technical resources to support business requirement efforts, document functional requirements and design specifications, support, and success metrics for the ongoing operational needs of the ITIL/ITSM disciplines.

What You'll Do

• Align ITIL processes with the organization’s strategic objectives, Including defining the process flow, identifying inputs and outputs, and establishing performance metrics.
• Document and map current ITSM processes and perform gap analyses against desired or best practice outcomes.
• Maintain comprehensive documentation for ITSM processes, ensuring that documentation is up-to-date and accessible.
• Developing and regulating policy, standards, use cases, and new service onboarding.
• Independently functions as a partner to the business to promote, identify and shape ITIL and Service Management objectives.
• Partners with leaders to identify opportunities to evaluate, sequence and shape initiatives for strategic value.
• Represents ITSM adop