Sr. IT Service Management Analyst - 11294

What You'll Do:

Change Management: Lead the regular change review board to evaluate and approve planned changes.
Incident Management: Lead the entire incident lifecycle, including detection, diagnosis, resolution, and closure. Ensure incidents are handled efficiently to restore normal service operations as quickly as possible.
Problem Management: Conduct thorough post-incident reviews and root cause analyses to identify underlying issues and implement corrective actions to prevent recurrence.
Coordination and Communication: Act as the main point of contact during major incidents. Facilitate effective communication and coordination between internal teams, external vendors, and stakeholders to expedite issue resolution.
Performance Measurement: Define and track key performance indicators (KPIs) to measure the effectiveness of change, incident and problem management initiatives.
Reporting and Documentation: Maintain comprehensive change, incident and problem management records and prepare detailed reports. Provide regular updates to management on change, incident and problem management trends, resolution, progress, and improvement initiatives.
Process Improvement: Develop, implement, and refine change, incident and problem management processes and procedures. Ensure continuous improvement in change and incident handling and response times.
Stakeholder Engagement: Collaborate with various business units to understand their needs and ensure that IT service management practices align with business objectives.
Strategy Development: Contribute to the development and implementation of comprehensive IT service management strategies and plans that maximize employee adoption and minimize resistance. Ensure alignment with business objectives and stakeholder expectations.
Communication Planning: Execute effective communication plans to ensure that all stakeholders are informed, engaged, and supportive of ITSM initiatives. Create clear, concise, and compelling messaging to facilitate understanding and acceptance.
Risk Management: Identify potential risks and resistance points related to ITSM initiatives. Develop mitigation strategies to address concerns and ensure smooth transitions.
Continuous Improvement: Stay up-to-date with industry best practices and emerging trends in IT service management. Continuously refine and enhance IT service management processes and methodologies to improve outcomes.

What You Will Bring to Coupa:

A minimum of 5-7 years of experience in IT service management, organizational development, or a related field.
Proven track record of successfully managing large-scale ITSM initiatives in complex environments.
IT Service Management Expertise: Deep understanding of IT service management principles, methodologies, and tools.
Familiarity with frameworks such as ITIL, ADKAR, Prosci, or similar is highly desirable.
Exceptional verbal and written communication skills. Ability to create clear, persuasive, and engaging communications tailored to diverse audiences.
Strong analytical and problem-solving abilities. Capability to assess the impact of changes to IT service management processes and develop data-driven strategies to address challenges.
Interpersonal Skills: Excellent relationship-building skills with the ability to work effectively with individuals at all levels of the organization.
Relevant certifications in change management or project management, such as ITIL, CCMP, PMP, Cloud certifications or similar, are highly desirable.
Flexibility to adapt to changing priorities and manage multiple projects simultaneously.
Ability to work in a fast-paced, dynamic environment and participate in an on-call rotation that includes weekends and holidays.