Analyst, ITSM Process and Framework

Analyst, ITSM Process and Framework

Summary/Purpose:

This key technical position within Digital Technology will develop, support and enhance our ITSM processes and frameworks across all supported platforms and tools. This role will be responsible for driving the continuous improvement of ITSM practices, aligning the team with industry best practices and ensuring the effective execution of IT Services. Critical to this role is working with cross-functional teams to ensure ongoing platform data accuracy to optimize the execution and delivery of all operational services.

Key Responsibilities:

• Direct and oversee global End-to-End Digital Asset Lifecycle and ITSM activities** across all supported platforms and tools, ensuring data integrity and enabling the optimization of business functions and disciplines.
  • Spearhead the development, design, requirements clarification, integration strategies, risk analysis and mitigation, status reporting, dashboards, communications, demand management, process refinement, change management, and technical innovations.
• Provide strategic leadership and oversight for all SAM Tool Modules, supported platform hardware, business functions, associated configurations, integrations, and business adaptors.
• Establish and maintain comprehensive documentation of global End-to-End lifecycles across all platforms and tools.
• Deliver expert evaluations of ITSM processes, identifying opportunities for enhancements and driving continuous improvement efforts across key disciplines such as SAM, Incident, Problem, Change, Service Catalog, Portal, and Knowledge Management.
• Lead and coordinate cross-functional teams to ensure the successful execution of ongoing required activities and initiatives.
• Engage with business stakeholders to gather requirements and ensure alignment with organizational goals and strategic priorities.
• Design and maintain actionable reporting frameworks to monitor process efficiency and key performance indicators (KPIs).
• Identify, assess, and resolve process inefficiencies, leading improvement initiatives to optimize workflows and outcomes.
• Collaborate with ITSM Process Owners to refine and implement operational processes guided by the ITIL framework.
• Champion ITSM principles, providing strategic guidance and ensuring successful delivery of all ITSM-related projects and activities.
• Oversee governance and compliance for ITSM processes to adhere to organizational standards and align with industry regulations.
• Coordinate cross-functional teams to ensure successful ongoing required activity execution
• Provide our clients and stakeholders trusted advice on how digital transformation and technology enablement can lead to improved performance across all ITSM platforms.
• Interpret and share results from regular progress reports to our stakeholders and leadership as required
• Work with ITSM Process Owners to develop operational processes based on ITIL framework
• Provide governance support of ITSM processes for compliance with organization standards & industry regulations

Skills for Success

• BS/BA or equivalent 3-5 years' work experience in related field
• Minimum of 5 years of experience working in ITSM roles with a focus on process improvement
• ITIL certification v4; Expert or Master preferred
• Proven experience in ITSM processes and tools
• Ability to manage multiple projects simultaneously and prioritize tasks
• Experience with continuous service improvement methodologies
• Strong understanding of ITIL framework and ITSM tools (ServiceNow, Flexera)
• Excellent interpersonal communication skills, with the ability to collaborate with both technical and non-technical stakeholders
• Strong analytical and problem-solving skills, with the ability to translate business requirements into ITSM solutions
• Strong data analysis skills including expertise in MS Excel
• Self-motivated with the ability to work independently, manage time and workload effectively, including planning, organizing, and prioritizing with attention to detail

Other Requirements:

• Some travel (domestic and/or international) may be required
• Requires on-call work
• May require weekend or shift work
• Requires in-office work per current policy

Deadline to apply- Accepting applications on an ongoing basis.

Hiring Range:
$94,400.00 USD - $118,000.00 USD annually

Incentive Potential: This position is eligible for additional compensation awards that may include an annual incentive plan, sales incentive, or commission potential. Specific details of the additional compensation eligibility for this position will be provided during the recruiting and interview process.

Benefits at VF Corporation: You can review a general overview of each benefit program offered, including this year's medical plan rates on www.MyVFbenefits.com and by clicking Looking to Join VF? Detailed information on your benefits will be provided during the hiring process.

Please note, our hiring ranges are determined and built from market pay data. In determining the specific compensation for this position, we comply with all local, state, and federal laws.

At VF, we value a diverse, inclusive workforce and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual's race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at peopleservices@vfc.com. VF will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

Pursuant to all applicable local Fair Chance Ordinance requirements, including but not limited to the San Francisco Fair Chance Ordinance, VF will consider for employment qualified applicants with arrest and conviction records.