Sr Analyst, IT Svc Mgt Process

Overall Job Summary

This position is responsible for the design and implementation processes and policies around change, incident, problem and knowledge management to ensure application changes and releases meet the needs of the business and are implemented timely and efficiently.

Essential Duties and Responsibilities (Min 5%)

• Own, audit, teach and drive cultural adoption of the various IT Service Management (ITSM) capabilities including: Incident; Event; Change; Service Level; Problem; Asset and CMDB; Service Catalog; Knowledge; Availability; Release and Deployment, and Supplier Management.
• Lead the Change Advisory Board (CAB) using the CAB process. Review proposed releases, application fixes, and changes for accuracy and completeness before presenting to the CAB. 
• Adapt a set of standard service management practices to the company to ensure service solutions interact with the larger business and operations environment.
• Utilize service management software to analyze tickets and develop process improvements. 
• Approve minor changes to application implementations and fixes and conducts post implementation reviews.
• Define, analyze and evaluate key performance indicators within systems (KPI's) to drive process improvement. Utilize metrics for quality reviews, accuracy, and consistency across the organization.
• Lead problem management meetings to ensure problem tickets are being actively worked and help identify road blocks. Monitor and follow up on action items identified through root cause analysis to ensure they are complete.
• Lead the implementation and administration of the Knowledge Management system and process that allows the company to effectively track and manage tickets.
• Participate in the execution of test cases as part of the Quality Assurance process by performing testing on related projects and enhancements by building and executing test scenarios and recording and reporting defects and resolutions using QA software. Conduct audits to ensure adherence to company policies.
• Analyze business requirements for quality and accuracy. This includes creating process models, specifications, diagrams, and charts.

Required Qualifications

Experience: 5 or more years IT, applications, IT support, or related experience

Education: Bachelor’s degree in computer science from an accredited college or university.  Any suitable combination of education and experience will be considered.

Professional Certifications: Information Technology Infrastructure Library (ITIL) certification is preferred.

Preferred knowledge, skills or abilities

• Experience with ITIL processes and methodologies.
• Experience using service software (i.e. ServiceNow).

Working Conditions

Physical Requirements

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position.  It is not intended to represent a comprehensive list of responsibilities.  A team member should perform all duties as assigned by his/ her supervisor.

Company Info

At Tractor Supply and Petsense by Tractor Supply, our Team Members are the heart of our success. Their dedication, passion, and hard work drive everything we do, and we are committed to supporting them with a comprehensive and accessible total reward package. We understand the evolving needs of our Team Members and their families, and we strive to offer meaningful, competitive, and sustainable benefits that support their well-being today and in the future.
 
Our benefits extend beyond medical, dental, and vision coverage, including company-paid life and disability insurance, paid parental leave, tuition reimbursement, and family planning resources such as adoption and surrogacy assistance, for all full-time Team Members and all part-time Team Members. Part time new hires gain eligibility for TSC Benefits by averaging at least 15 hours per week during their 90-day lookback period. The lookback period starts the first of the month following the date of hire. If the 15-hour requirement was met, the benefits eligibility date will be the first day of the month following 4 months of continuous service.
 
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