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Sr Process Analyst ITIL

Date:  Jun 20, 2022
Job ID:  2933

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 Sr 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

  • Works with IT leaders and managers to implement goals, general activities, inputs and outputs – as outlined by ITIL for various processes.
  • Processes could include Availability Management, Capacity Management, Change Management, Configuration Management, Continuity Management, Financial Management, Incident Management, Problem Management, Release Management, Service Desk Management or Service Level Management.
  • Incorporates best practices, from within and outside PSE, into respective processes at PSE based on need.
  • Upholds the safety compliance standards inherent in PSE’s operating and/or field procedures related to work responsibilities. Promotes and supports a culture of total safety.
  • Demonstrates commitment to conduct business honestly, ethically and consistent with our core values and Code of Conduct.  Ensures duties are performed in accordance with all regulatory compliance obligations.

Job Responsibilities

  • Responsible for managing and communicating the service management procedures as defined by the ITIL (Information Technology Infrastructure Library) framework and holding teams accountable for following the schedules, commitments and procedures to ensure consistent business approaches and performance improvement outcomes.
  • Captures and analyzes process metrics to identify corrective actions and improvement opportunities.
  • Assist other IT professionals in adhering to existing processes.
  • Educates IT professionals on process flows, tasks, and activities.
  • Participates in process audits to ensure adherence and to identify areas of improvement.
  • With guidance, participates in developing process workflows, swim-lane diagrams, and other artifacts required to document, communicate and educate on established processes.
  • Identifies areas for continuous improvement.
  • Participates on process development projects and applies standards and best practices.
  • Proficiently applies IT methods, professional knowledge and PSE standards and practices to complex tasks and situations.
  • Resolves simple problems per standard troubleshooting procedures, based upon education and using problem resolution systems, resources, and tools.
  • Identifies process documentation that requires updating.
  • Engages in effective relationships with business partners, professional peers, and other team members.
  • Coaches less experienced IT professionals, and educates peers on process approach.
  • Operates under general direction.
  • Performs other duties as assigned.

As part of the IT Workforce Architecture Project, assigned level P3.

Minimum Qualifications

  • Bachelor’s degree, or an equivalent combination of education and experience.
  • 5 years of directly relevant IT experience
  • Information Technology Infrastructure Library (ITIL) Certification – Foundation Level.
  • Thorough understanding of ITIL concepts and IT Service Management quality improvement methods.
  • Experience supporting the development of business processes and key metrics.
  • Project management or coordination experience.
  • Familiarity with automated reporting tools and industry standard ITIL management tools such as Remedy.
  • Familiarity with process modeling, process design/development and procedure writing.
  • Understanding of:
    • Incident Management
    • Problem Management
    • Change Management
    • Release Management
    • Configuration Management
    • Service Level Management
  • Familiarity with 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.
  • Experience analyzing incident and problem ticket data to drive process improvement.
  • Training module development and delivery skills.

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