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Sr Adv Process Analyst ITIL

Job ID:  748

Bellevue, WA, US, 98004

Puget Sound Energy is looking to grow our community with like-minded, 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 Sr Adv Process Analyst ITIL position!

Job Description

Puget Sound Energy is currently seeking to hire an IT Service Management (ITSM)/ITIL Lead to drive the adoption of ITIL best practices for all current and future ITIL process areas throughout the IT Service Management organization and beyond within Puget Sound Energy. This role will be responsible for leading the ITSM discipline as a senior IC, focused on the maturation (and automation) of ITIL processes across Service Strategy, Service Design, Service Operations and Service Transition.  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 multiple ITIL framed processes to improve alignment and business outcomes for IT department.
  • Develop both short (6-12 months) and long term (1-3 years) process roadmaps, support by documented goals and maturity levels to be achieved over that time period.
  • Collaborate with Puget Sound Energy service owners to provide thought leadership regarding trends in ITSM and ITIL process development and ownership.
  • Provide business process design services to IT, Contracts and Supply Chain, Corporate Shared Services, and Enterprise Projects and Performance areas.
  • Launching and leading an ITIL COE, driving regular process reviews and continual service improvement
  • Search, identify, export and analyze data associated with ITSM processes as required for KPI, CSF and Operational Metrics reporting, and develop, document and present trending information and reports related to this analysis to all stakeholders as applicable.
  • Focus on structuring and restructuring processes, identifying scope and assessing the improvement or design requirements of ITIL v4 based Service Management processes and related documentation. Editing, formatting and publishing of ITSM process documentation as required.
  • Assists with the requirements gathering, designing, recommendation and implementation of re platforming of ITSM tool 
  • 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
  • Key in helping shift the PSE culture to a services culture.
Minimum Qualifications
  • Bachelor's degree (CSC, CE or MIS) or higher strongly preferred or equivalent experience in a related field. 
  • 7 or more years of related and progressive experience combining IT delivery, operations, and service management. 
  • Must have demonstrated expertise in ITIL, ability to establish vision, drive organizational change and deliver positive results in an IT operations environment. 
  • Demonstrated ability to facilitate cross-functional teams to develop, document and improve processes. 
  • Experience in implementing a structured approach and process to IT service delivery and support within a corporate environment. 
  • Experience developing and managing SLA's, key performance indicators (KPIs) and critical success factors (CSFs) for ITIL processes and various IT work environments. 
  • Experience working with ITSM software applications, analyzing and directing improvements for business results. 
  • Experience in developing continuous improvement programs for ITIL processes and IT services with clearly defined outcomes and success criteria.
Desired Qualifications

ITIL Expert certified (or significant volume of ITIL v3 Intermediate certifications), with experience implementing ITIL framed processes.
PMP or other Project certifications preferred.

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. 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