ITSM Analytics and Process Engineer

2 weeks ago

London, Greater London, United Kingdom JLL Full time

JLL is shaping the future of real estate by combining world-class services, advisory, and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers, and find a place where they belong.

The ITSM Analytics and Process Engineer will be responsible for analyzing, optimizing, and implementing technical processes to improve operational efficiencies and drive continuous improvement within our organization. You will work closely with cross-functional teams, including engineering, operations, and quality assurance, to standardize workflows, identify bottlenecks, and implement process improvement initiatives.

Responsibilities:

  • Conduct analysis of IT Service Management (ITSM) processes, workflows, and ITSM support systems to identify areas for process and end-user improvements, and automation opportunities, following industry best practices.
  • Collaborate with cross-functional teams to gather requirements and translate them into technical specifications for process mapping and to allow for system enhancements.
  • Manage and prioritize the process change requests that require system changes and work with the technical teams to ensure they are delivered and tested.
  • Govern the creation of dashboards, resolver groups.
  • Create and maintain ITSM dashboards to enable process gaps and inconsistencies to be identified and monitored.
  • Develop process models, flowcharts, and documentation to effectively communicate process improvements and ensure consistency across the organization and alignment with enterprise processes.
  • Drive continual service improvement initiatives through regular reviews, feedback collection, and metrics analysis and lead and document the corrective actions.
  • Conduct audits to ensure compliance with ITSM standards, policies, and procedures.
  • Provide training and support on ITSM processes, technologies, and best practices to ensure successful adoption and compliance.
  • Stay up to date with ITSM emerging technologies and industry trends to recommend innovative solutions and improvements.
  • Identify and implement automation and technology solutions to enhance process performance and efficiency.
  • Analyses data and performance metrics to monitor process performance, identify trends, and drive continuous improvement.
  • Partner with stakeholders to provide technical expertise and support in process-related decision-making.
  • Encourage innovation and continuous improvement within the team.

Education and experience:

  • Bachelor's degree in information technology, computer science, or a related field.
  • Prior experience in service management, IT governance, or similar roles.
  • Strong knowledge of IT service management frameworks (e.g., ITIL) and governance best practices.
  • Familiarity with vendor management principles and processes.
  • Proficiency in process mapping tools, such as Visio or Lucidchart.
  • Excellent analytical, problem-solving, and decision-making skills.
  • Exceptional communication and interpersonal skills.
  • Ability to build and maintain relationships with internal and external stakeholders.
  • Strong leadership and team management abilities.
  • Strong proficiency in using IT service management tools and systems.

Location:

On-site – London, GBR

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