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IT Service Management Analyst

Primary Location Pleasanton, California Job Number 1097133 Date posted 09/20/2022
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This individual contributor is primarily responsible for guiding and supporting ITSM process implementation and executing and maintaining designated ITSM processes.

Essential Responsibilities:

  • Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.

  • Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.

  • Supports ITSM process and/or service implementation for designated ITSM initiatives by documenting process and/or service requirements and acceptance criteria from process owners and key stakeholders.

  • Assists in the preparation of release notes, training materials, and documentation in appropriate repositories.

  • Collaborates with IT functions to assist in the development and implementation of performance metrics and measurement tools.

  • Supports ITSM process and/or service improvement efforts for designated initiatives by participating in the development, documentation, maintenance, and auditing of ITSM processes, procedures, and workflow.

  • Researches business needs, organizational characteristics, and industry best-practices to support the identification of gaps or deficiencies in new and existing processes, services, and service portfolios.

  • Participates in the development, documentation, maintenance, and auditing of ITSM processes and procedures under the guidance of more senior analysts.

  • Collaborates with cross-functional stakeholders (for example, service and process managers) to support alignment, synergy, and application of processes and/or services and procedures.

  • Provides support to users as needed to ensure proper process and/or service execution.

  • Analyzes and validates process and/or performance metrics against success criteria to ensure effective control of expected deliverables.

  • Escalates deficiencies with metrics according to established policies, practices, and standards as appropriate.

  • Investigates performance deviations to drive adherence with defined ITSM policies and procedures with guidance from more senior team members.

  • Promotes adherence to ITSM policies and procedures.

  • Assists with negotiation of statements of work (SOWs) with service providers related to the development, implementation, delivery, and/or maintenance of ITSM processes, services, and/or tools.

  • Minimum Qualifications:

  • Bachelor's Degree in CIS, Business Administration, or related field and Minimum three (3) years of IT experience. Additional equivalent work experience may be substituted for the degree requirement.

  • Preferred Qualifications:

  • Two (2) years in a leadership role working with process or service teams.

  • One (1) year of work experience in a role requiring interaction with senior leadership (e.g., Director level and above)

  • Two (2) years experience working in a large matrixed organization.

  • Two (2) years experience implementing or supporting ITSM processes or services.

  • Two (2) years experience in the configuration of ITSM software and tool(s).

  • Two (2) years experience working within an IT Infrastructure Library (ITIL) framework.

  • Two (2) years experience in process modeling.

  • One (1) year experience in the development and delivery of IT process/service metrics and reporting.

  • One (1) year experience in organizational change management.

  • Two (2) years experience writing documentation or standard operating procedures related to IT support or deployment.
  • Primary Location: California,Pleasanton,Pleasanton Tech Cntr Building B Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 08:00 AM Working Hours End: 05:00 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: NUE-IT-01|NUE|Non Union Employee Job Level: Individual Contributor Specialty: ITSM Department: KPIT ADMIN - ITO EOT EP MFT DMS - 9601 Travel: No Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.