Sr ITSM Analyst

Your Impact
The primary purpose of this role is to guide and support IT Service Management (ITSM) process implementation and process improvement efforts for designated initiatives. This includes responsibility for executing, supporting, and maintaining designated ITSM processes, monitoring process performance and user compliance, and providing training to the IT organization on ITSM processes and policies. This role will drive tactical and strategic initiatives to ensure ITSM processes are implemented effectively, while continuing to build upon process and tool improvements. Roles focused on change enablement, Everbridge, incident management, or problem management may be required to be on call and/or work alternate schedules to meet business needs.
What You Will Do

• Lead the day-to-day execution of the designated ITSM process, associated process responsibilities, and improvement initiatives.
• Develop, track, and execute targeted Service Improvement Plans and other ITSM projects and initiatives, as assigned.
• Create and maintain ITSM process, audit, and procedure documentation and measurements to ensure processes and procedures are consistently followed.
• Cultivate strong collaborative working relationships with cross-functional teams to guide and support ITSM adoption efforts for designated processes.
• Assist with the development of and utilize reports and dashboards to monitor and support ITSM process performance and user compliance; facilitate meetings with stakeholders and management to gather input and feedback on process performance.
• Participate in the development of test scenarios and test plans based on user requirements and execute test plans and validate test results against acceptance criteria.
• Research and recommend ITSM tool enhancements and continuous process improvement initiatives to reduce cost and risk and improve time to value.
• Develop and deliver user training sessions and associated materials to support adoption of designated processes.
• Train and develop ITSM Analysts to ensure they have the tools needed to effectively monitor and maintain business processes.
• Individual Contributor

Minimum Qualifications

• Bachelor's Degree in computer science, computer information systems, or related field or equivalent work experience in a related field.
• 5 years of IT experience.

Preferred Skills/Education

• Experience in the configuration of ITSM tool(s).
• Experience working within an IT Infrastructure Library (ITIL) framework.
• Experience working closely with DevOps and/or Agile development teams.
• Experience developing and delivering process training and performing continuous improvement of processes and services.
• Experience in planning, designing, implementing, supporting, and/or executing ITSM processes within a designated process area.
• Experience working with cross-functional teams and communicating to associates at all levels of the organization, including senior leadership
• Experience in planning, designing, implementing, supporting, and/or executing ITSM processes within a designated process area.
• Experience working with cross-functional teams and communicating to associates at all levels of the organization, including senior leadership.
• Experience implementing projects.
• Experience with ITSM tools.
• Experience implementing projects.
• Experience with ITSM tools.
• ITIL 4 Foundation certification.
• KCS Principles certification.

About Lowe's
Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 billion, Lowe's operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com.
Lowe's is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.