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Adv Process Analyst ITIL

Date:  May 10, 2021
Job ID:  1399

Bellevue, WA, US, 98004

Puget Sound Energy is looking to grow our community with top talented individuals like you!  With our rapidly growing, award winning energy efficiency programs, our pathway to an exciting and innovative future is now.


PSE's IT Project Management Office team is looking for qualified candidates to fill an open Adv Process Analyst ITIL position!

Job Description

Puget Sound Energy is currently seeking to hire an IT Availability Program Lead to drive the adoption of availability,  incident and problem management best practices for all current and future process areas throughout the IT Service Management organization and beyond within Puget Sound Energy. This role is highly oriented around ITIL and the ideal candidate for this position will have practical experience in managing ITIL framed IT service management processes. Will play a lead role and assist other IT leaders in entrenching a "business and service culture" within IT and wherever possible in other Puget Sound Energy groups and teams.


Job Responsibilities

  • Define and lead the ITSM process development and improvement roadmap for availability, Incident and problem management processes to improve alignment and business outcomes for IT department.
  • Monitoring and recording service availability results and comparing to targets.
  • Coordinate, standardize and facilitate all ITSM availability, incident and problem management activities including root cause identification and notification.
  • Prepare Key Performance Indicators (KPI) and perform trend analysis to improve the availability, incident and problem management processes.
  • Coordinate and facilitate IT major incident resolution and problem determination activities.
  • Collaborate with Puget Sound Energy service owners to provide thought leadership regarding trends in availability, incident and problem process development and ownership.
  • Internally within IT, establish and maintain strong working relationships with Directors, Managers, Business Relationship Managers, Process Owners and key stakeholders.
  • Minimize Service Outages / Incident, and provide efficiencies and lower costs through excellent process design and automation.

Minimum Qualifications

  • Bachelor’s degree in related field, or an equivalent combination of education and experience.
  • 8 years of directly relevant IT experience
  • Information Technology Infrastructure Library (ITIL) Certification- Foundation Level or above.
  • Thorough understanding of ITIL concepts and IT Service Management quality improvement methods.
  • Experience driving the development of business processes, key metrics, and articulating the business value of the program.
  • Familiarity with automated reporting tools and industry standard ITIL management tools such as ServiceNow.
  • Demonstrated abilities in areas of process modeling, process design/development and procedure writing.
  • Experience working in one or more of the following ITIL processes:
    • Incident & Problem Management
    • Change & Configuration Management
    • Release & Environment Management
    • Service Level Management & Availability Management
    • Knowledge Management
  • Proficient in rolling out methodologies, processes, standards and/or policies.
  • Experience leading technical, change management, and process oriented initiatives.
  • Ability to assess needs and analyze problems and make appropriate recommendations and decisions quickly.
  • Ability to influence and foster collaboration and deal with conflict with other groups where there are dependencies but disparate objectives.
  • Excellent problem resolution, judgment, team building and decision making skills.
  • Excellent oral and written communication skills; strong facilitation skills.

Desired Qualifications

  • Bachelor’s degree in Computer Science, or related field.
  • Lean, Six Sigma, or other continuous improvement methodology experience.
  • Experience analyzing incident and problem ticket data to drive process improvement.
  • Training module development and delivery skills.
  • Project or program management experience.

Additional Information

Families and businesses depend on PSE to provide the energy they need to pursue their dreams. Our steadfast commitment to serving Washington communities with safe, dependable and efficient energy started in 1873. Today we're building the Northwest's energy future through efforts like our award winning energy efficiency programs and our leadership in renewable energy.


At PSE we value and respect our employees and provide them opportunities to excel. We offer an expansive pay package that includes competitive compensation, annual goals-based incentive bonuses, comprehensive benefits, 401(K), a company paid retirement pension plan, and an employee assistance and wellness program.


Puget Sound Energy is committed to providing equal employment opportunity to all qualified applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, sexual orientation, gender identity, marital status, veteran status or presence of a disability that with or without reasonable accommodation does not prevent performance of the essential functions of the job, or any other category prohibited by local, state or federal law.


Should you have a disability that requires assistance and/or reasonable accommodation with the job application process, please contact the Human Resources Staffing department at jobs@pse.com or 425-462-3017.

Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue