Job Information
Arizona Public Service Incident/Problem Analyst / Senior (ITSM / ITIL) | Network Operations Center in PHOENIX, Arizona
Incident/Problem Analyst / Senior (ITSM / ITIL) | Network Operations Center
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Date: Jun 25, 2024
Location: PHOENIX, AZ, US, 85021-1808
Company: APS
Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.
Incident/Problem Analyst II / Senior
Incident/Problem Analyst / Senior (ITSM / ITIL) | Network Operations Center - Join our team as an Incident/Problem Analyst, focusing on Incident, Problem, and Change Management. You'll collaborate with a dedicated team to standardize and deliver product and process roadmaps.
Key Responsibilities:
Standardize and deliver process roadmaps for Incident, Problem, and Change Management.
Collaborate with stakeholders to understand and negotiate process requirements.
Work with development teams to implement business requirements on the ServiceNow platform.
Produce IT KPIs and metrics using ServiceNow, monitor key processes, and respond to reporting requests.
Advocate for ITIL best practices and drive continuous improvement in IT processes.
Skills & Qualifications:
Strong analytical and troubleshooting skills with attention to detail.
Ability to work independently and in a team environment.
Excellent interpersonal and communication skills; able to influence and negotiate.
Experience with ServiceNow ITSM modules and knowledge of the ServiceNow platform.
Familiarity with Agile methodology and DevOps principles.
Ability to communicate technical concepts to non-technical audiences.
Understanding of SLAs and their configuration in ServiceNow.
Commitment to continuous improvement and process standardization.
Preferred Experience:
ITIL Foundations Certification (v3 or higher) is a PLUS
Experience in producing IT KPIs and metrics.
Knowledge of ITIL principles and their application in Incident, Problem, and Change Management.
Experience in training and facilitating the adoption of ITIL standards.
*Employees in Flex roles are required to reside in Arizona (or NM for Four Corners-based employees). Role types are subject to change based on business need.
Minimum Requirements
Incident/Problem Analyst (ITSM / ITIL)
BS/BA equivalency or an equivalent combination of four years relevant business work experience and relevant college coursework in business, information technology or a related area.
AND two (2) years of progressively responsible experience where general knowledge and understanding of business unit operations, business unit systems, and basic knowledge of database design, structure, functions and processes and experience with database tools has been obtained.
Incident/Problem Analyst Senior (ITSM / ITIL)
BS/BA equivalency or an equivalent combination of four years relevant work experience and relevant college coursework in business, information technology or a related area.
AND five (5) years of progressively responsible experience where strong understanding of business unit operations, business unit systems, database design, structure, functions and work processes and experience with database tools is obtained.
Major Accountabilities
1) With general direction, participates in the development analysis, planning, administration, and communication of a broad range of business unit projects, processes, and practices. With general direction provides operational support for business unit business systems including, but not limited to, researching and resolving problems,
2) Researches and analyzes routine to moderate business/operations problems within the business unit. Interfaces with IT, Systems Analysts, or vendor to resolve issues as necessary. Follows up to ensure timely resolution of problems and ensure customer satisfaction.
3) With general direction, participates in the analysis and recommendation of new business processes, which may include new systems and/or enhancements to existing systems. Ability to gather and write routine to complex requirements based on business needs.
4) Works within areas of responsibility on process improvement initiatives and gap identification. Analyzes work process design, workflow, and technology solutions to streamline, automate, or improve processes.
5) With broad direction, participates in the development of effective business cases using sound cost/benefit analysis.
6) Maintains and supports a variety of reports or queries utilizing appropriate reporting tools. Assists in the development of standard reports for business unit. Assists in the development and maintenance of standardized business reporting protocol and ensures data integrity and consistency in all reporting aspects.
7) Participates in project team assignments as a subject matter expert. May coordinate activities within the functional business areas. Participates in business needs analysis, planning, implementation, and communication to work process.
8) Maintains documentation of processes, guidelines, tools, and training aids required to support business unit.
9) May monitor and track business goals, activities, performance monitoring, and issues related to assigned unit to keep management apprised of business unit activities.
10) Actively seeks knowledge and understanding of business/technical environment, priorities, procedures, and processes. Keeps apprised of current and emerging trends for business unit.
11) Conducts research, performs data analysis, and reports findings through formal presentations.
12) May be responsible for managing access and security for business unit systems, including associated documentation. Responsible for ensuring appropriate data security controls, process, and system documentation.
Export Compliance / EEO Statement
This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.
Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.
For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).
Arizona Public Service is a smoke free workplace.
Flex Role:
This position is not required to be performed at a specific APS facility as long as adequate technology and a solid ergonomic set up are present. Pending agreement with leadership, employees hired into this role will be able to choose where they prefer to perform their work, but the ultimate decision is the company's. Employees will have two options to choose from:
APS office based: The employee prefers to work most of the time from an APS facility.
Home based: The employee prefers to work most of the time from his/her home.
*Employees in Flex roles are required to reside in Arizona (or NM for Four Corners-based employees). Role types are subject to change based on business need.