ITIL Process Analyst, CMDB Focus, Progression

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TITLE: Information Technology Infrastructure Library (ITIL) Process Analyst Sr and Consultant
PERFORMANCE COACH: Mgr IT Service Management 
COMPANY: Tampa Electric Company
DEPARTMENT: Information Technology Operations

POSITION CONCEPT
The Information Technology Infrastructure Library (ITIL) Process Analyst Sr is responsible for IT Service Transition and Operation processes and procedures specifically Change, Configuration, and Problem Management. Responsible for design, implementation, reporting and execution of all Change, Configuration, and Problem Management efforts for both Corporate and North American Electric Reliability Corporation (NERC) regulated assets as defined by ITIL, Corporate Standards and NERC CIP requirements. Provides guidance and support in developing and managing the underlying, departmental procedures and work instructions that support process effectiveness. Takes ownership of the day-to-day operations of the IT Change Enablement Process. Plays a key role in mitigating the risks associated with the implementation of IT changes, maintaining compliance in accordance with organizational audit requirements (ITGC/SOX), interfacing with other ITSM processes and ensuring the quality of IT systems performance and services. Implements change, configuration, and problem management processes. Participates and assists in daily operations on more complex projects. Works under minimal supervision. 

PRIMARY DUTIES AND RESPONSIBILITIES 
1. Participates and assists in daily operations along with business partners, subject matter experts, and the compliance team to ensure that processes are followed, improved, and effective. (40%)

2. Leads projects, cross train peers and consult on the work of business partners, subject matter experts, and help the compliance team develop more robust and focused processes to meet compliance requirements. (20%)

3. Implements change, configuration, and problem management processes. Ensures that business partners and team members remain compliant and knowledgeable with processes. (20%)

4. Provides guidance, expertise, and consultation in the planning, design, and improvement of change, configuration, and problem management processes. (20%)

QUALIFICATIONS

Education 
Required: Bachelor’s Degree in computer science or business discipline
In lieu of a Bachelor’s Degree, an additional 4 years of experience may be considered.

Preferred: Master’s Degree in IT related field or MBA.

Licenses/Certifications 

Required: ITILv3 or ITILv4 certification at Foundation level obtain within 6 months of hire

Preferred: ITILv3 or ITILv4 Intermediate Level Certification

Experience 
Required: 5 years of related work experience performing the Duties & Responsibilities of this position. Experience with the Change management / Change enablement module within ServiceNow or other IT Service Management platforms.

Preferred: Utility security and regulatory standards, including but not limited to NIST and NERC CIP and analysis experience under NERC CIP requirements.

Knowledge/Skills/Abilities (KSA) 
Required:
• Working knowledge developing, operating and maintaining service management tools, Configuration Management databases (CMDB) and other process management tools.
• Working knowledge maintaining the Configuration Management Plan, managing CM products, documentation and software baselines, and preparing/publishing results of software and documentation audits.
• Working knowledge of monitoring/reporting status of Change Requests (CRs), Discrepancy Reports (DRs) and Request for Changes (RFCs); and skills for successful performance.
• Working knowledge of Configuration Management (CM), Independent Verification & Validation (IV&V), evaluation and system design. 
• Ability to be a liaison between program and customer management. 
• Strong understanding of system and application integration, including virtualized environments.
• Must possess a strong process background along with a solid understanding of the technology domains used within IT to support the overall Change, Configuration, and Problem Management processes.

Preferred:
• Working knowledge in data analytics and/or dashboarding technology
• Working knowledge in user training and implementation of ITSM

POSITION CONCEPT
The Information Technology Infrastructure Library (ITIL) Process Consultant is responsible for IT Service Transition and Operation processes and procedures specifically Change, Configuration, and Problem Management. Responsible for design, implementation, reporting and execution of all Change, Configuration, and Problem Management efforts for both Corporate and North American Electric Reliability Corporation (NERC) regulated assets as defined by ITIL, Corporate Standards and NERC CIP requirements. Provide guidance and support in developing and managing the underlying, departmental procedures and work instructions that support process effectiveness. Take ownership of the day-to-day operations of the IT Change Enablement Process. Plays a key role in mitigating the risks associated with the implementation of IT changes, maintaining compliance in accordance with organizational audit requirements (ITGC/SOX), interfacing with other ITSM processes and ensuring the quality of IT systems performance and services. Serves as subject matter expert on process implementation; provides guidance, expertise, and consultation; and leads large complex projects. Works under minimal supervision and may train and mentor other Process Analysts.

PRIMARY DUTIES AND RESPONSIBILITIES 
1. Provides guidance, expertise, and consultation in the planning, design, and improvement of change, configuration, and problem management processes. (30%) 

2. Leads projects, cross train peers and verify the work of business partners, subject matter experts, and help the compliance team develop more robust and focused processes to meet compliance requirements. (30%)

3. Implements change, configuration, and problem management processes. Ensures that business partners and team members remain compliant and knowledgeable with processes. (25%)

4. Participates and assists in daily operations along with business partners, subject matter experts, and the compliance team to ensure that processes are followed, improved, and effective. (15%)

SUPERVISION
Indirect Supervision: May mentor and train Senior Process Analysts.

QUALIFICATIONS
Education 

Required: Bachelor’s Degree in computer science or business discipline
In lieu of a Bachelor’s Degree, an additional 4 years of experience may be considered.

Preferred: Master’s degree in IT related field or MBA.

Licenses/Certifications 

Required: ITILv3 or ITILv4 Release and Control Practitioner within 6 months of hire
IT related certifications (CCNA, MSCE, Network+, etc.)

Preferred: ITILv3 or ITILv4 Intermediate Level certification

Related Experience 

Required: 8 years of related work experience performing the Duties & Responsibilities of this position 

Experience implementing Change, Configuration, and Problem Management processes throughout life cycle development phases to maintain consistent configuration control.

Preferred: Utility security and regulatory standards, including but not limited to NIST, NERC CIP, and analysis experience under NERC CIP requirements. 

Knowledge/Skills/Abilities (KSA) 
Required: 
• Working knowledge developing, operating, and maintaining Service Management tools, Configuration Management databases (CMDB) and other process management tools.
• Working knowledge maintaining the Configuration Management Plan, managing CM products, documentation and software baselines, and preparing/publishing results of software and documentation audits.
• Working knowledge of monitoring/reporting status of Change Requests (CRs), Discrepancy Reports (DRs) and Request for Changes (RFCs); and skills for successful performance.
• Working knowledge of Configuration Management (CM), Independent Verification & Validation (IV&V), evaluation and system design.
• The ability to be a liaison between program and customer management. 
• Strong understanding of system and application integration, including virtualized environments.
• Must possess a strong process background along with a solid understanding of the technology domains used within IT to support the overall Configuration Management process.

Preferred:
• Working knowledge in data analytics and/or dashboarding technology 
• Working knowledge in user training and implementation of ITSM solutions 

TECO offers a competitive Benefits package!!

Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!