Sr Analyst, IT Svc Mgt Process

Overall Job Summary

The IT Service Management (ITSM) Senior Analyst is responsible for leading the execution, governance, adoption, and continuous improvement of IT Service Management processes across the organization. This role serves as a subject matter expert (SME) in ITSM practices, with a strong focus on stakeholder engagement, Change Advisory Board (CAB) leadership, and the strategic implementation of automation and AI-enabled capabilities to enhance decision-making and operational efficiency. The Senior Analyst drives adherence to ITSM policies and standards, identifies opportunities for optimization, and partners with cross-functional teams and leadership to reduce risk, improve service stability, and mature ITSM capabilities.

Essential Duties and Responsibilities (Min 5%)

Lead governance and enforcement of ITSM policies and standards, including Incident, Change, Problem, Configuration Management Database (CMDB), Service Catalog, and Knowledge Management.

· Serve as a primary reviewer for complex and high-risk change requests, ensuring completeness, accuracy, and CAB readiness.

· Chair or co-chair CAB meetings, driving effective decision-making, risk evaluation, and stakeholder alignment.

· Act as a trusted advisor to stakeholders and leadership on ITSM processes, providing strategic guidance to improve quality, compliance, and efficiency.

· Design, develop, and lead training programs, communications, and enablement strategies to drive enterprise-wide process adoption and maturity.

· Facilitate and lead process governance forums (e.g., CAB, incident reviews, problem reviews), identifying trends and driving continuous improvement initiatives.

· Partner with Release, Incident, Problem, and Engineering teams to ensure alignment and proactively minimize service disruption.

· Identify, prioritize, and lead implementation of automation and AI-driven capabilities within ITSM tools (e.g., auto-classification, predictive insights, knowledge generation).

· Drive continuous service improvement (CSI) initiatives using data analysis, KPIs, and industry best practices.

· Lead audit and compliance efforts related to ITSM controls, ensuring documentation integrity, traceability, and readiness for internal/external audits.

· Develop, enhance, and maintain advanced ServiceNow reporting and dashboards to provide actionable insights and support executive-level decision-making.

· Mentor junior analysts and contribute to building overall ITSM team capability and maturity.

Required Qualifications

Experience: 5–8+ years of experience in IT Service Management, Configuration Management, or related field, with demonstrated leadership in process governance and improvement. Retail support experience

preferred.

Education: Bachelor’s degree in computer science or information systems. Any suitable combination of education and experience will be considered.

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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