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PDG-IT

ITSM Analyst – Tool Configuration

PDG-IT

. Formalize the Process Owner/Process Manager structure and implement the ITSM governance plan .

Posted 9/18/2026full-timeRemote • United StatesSeniorLeadWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT Service Management (ITSM) governance, with a strong focus on ITIL and COBIT frameworks, and a proven ability to lead organizational transformation initiatives in highly regulated environments.

Highest-signal resume keywords
ITIL Process MaturityGovernance FrameworksDigital TransformationKPI MonitoringOrganizational Transformation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
ITILCOBITIncident ManagementChange ManagementProblem ManagementConfiguration ManagementService Catalog ManagementRequest ManagementSLA ManagementKnowledge Management
Soft Skills
OwnershipProactivityExecution FocusInfluencing Skills
Certifications & Qualifications
Advanced ITIL 4 CertificationCOBIT Certification
Industry Keywords
Electric Power SectorRegulated IndustriesContinuous ImprovementAuditingCompliance

Tech Stack

Tools & technologies
ITSM

About the role

Key responsibilities & impact
  • Formalize the Process Owner/Process Manager structure and implement the ITSM governance plan
  • Structure and increase the maturity of Incident, Change, Problem, Configuration/Asset, Service Catalog, Request, SLA, and Knowledge Management processes
  • Monitor KPIs, SLAs, and OLAs, reporting progress, metrics, and deviations directly to management and executive leadership
  • Mobilize internal teams, partners, and vendors to execute action plans focused on digital transformation
  • Act as a transformation and governance agent in IT Service Management (ITSM)
  • Lead the advancement of ITIL process maturity, define governance roles, and ensure strategic alignment between IT and business functions

Requirements

What you’ll need
  • At least 8 years of experience in ITSM, with a focus on processes and governance in large enterprise environments
  • Strong knowledge of ITIL and COBIT frameworks, continuous improvement methodologies, auditing, and compliance
  • Strong sense of ownership, exceptional proactivity, execution-focused mindset, and the ability to influence without direct authority
  • In-depth knowledge of ITIL processes and a systemic perspective on governance
  • Advanced ITIL 4 certifications (Managing Professional / Strategic Leader) or COBIT certification preferred
  • Previous experience in the electric power sector or highly regulated industries preferred
  • Track record in organizational transformation programs and establishing governance from the ground up preferred