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Adv Process Analyst ITIL

Date:  May 13, 2022
Job ID:  2871

Bellevue, WA, US, 98004

Remote and Hybrid Work Opportunities:  Hybrid (WA Based)

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!
Specific details regarding the work arrangements for this position will be discussed in further detail during the interview process.

Job Description

Are you an IT Service Management professional with a laser focus on the customer experience? Do you want to be part of a team that drives high customer value through delivering operational excellence?


Bring your growth mindset and contribute to elevating the PSE IT Service Management program, by working across IT and the business, to define and implement ITSM strategy, goals, and operational excellence – leveraging ITIL, and other best practice frameworks.


The ITSM team owns Configuration Management, Availability Management, Change Management, Incident Management, Problem Management, and Release Management.  And influences Asset Management, Request Fulfillment (Service Catalog Management), Continuity Management, Vendor / Supplier Management, Service Desk Management and Service Level Management and other processes.

Job Responsibilities

  • Own one or more ITIL Processes, responsible for driving desired value and results. This includes owning the process strategy, roadmap, design, execution, operation, measurement and continuous improvement. 
  • Responsible for holding teams accountable for process adherence to achieve desired outcomes while driving maximum customer and business value.
  • Provides best practice leadership, integration and coordination across processes, and provides coverage to other processes as needed.
  • Actively engages with key stakeholders to build relationships, drive maximum value, adopt best practice process guidance, and continuously improve and mature processes.
  • Develops process flows, swim-lane diagrams, and other artifacts required to document, communicate and implement processes.
  • Develops customer and IT focused KPIs, metrics, and reports to monitor the success of the ITIL processes, and develops / presents reports to key stakeholders, including senior leadership.
  • Regularly assesses process adherence and maturity and executes plans for continuous improvement.
  • Participates in on-call rotation for Incident and Release activities, as needed.
  • Ensures processes support audit and compliance requirements.
  • Demonstrates success in conflict management and effectively manages / resolves complex issues, and maintains relationships with and among business partners, IT peers, and other team members.
  • Mentors peers to drive individual growth across IT.
  • Builds trusted partnerships with key stakeholders.
  • Performs other duties as assigned.

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

  • Strong performance measurement, metrics, and data-driven decision making experience. Primarily using ServiceNow, and PowerBI.
  • Experience with ITIL Configuration Management, IT Asset Management, and Request Fulfillment (Service Catalog Management).
  • Agile, CI/CD, DevOps, and/or Product Management experience.
  • Lean, Six Sigma, or other continuous improvement methodology experience.
  • Experience with Organizational Change Management (OCM).
  • Experience with ServiceNow and PowerBI, building dashboards, analyzing data, and driving process improvement.
  • Experience configuring ServiceNow ITSM-focused modules.
  • Exhibits a growth mindset, with a desire to acquire new skills that contribute to success of the team.
  • 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 or 425-462-3017.

Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue