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TITLE:

Information Technology Infrastructure Library (ITIL) Process Analyst Sr and Consultant

PERFORMANCE COACH:
Mgr IT Service Management

COMPANY:
Tampa Electric Company

DEPARTMENT:
Information Technology Operations

The Information Technology Infrastructure Library (ITIL) Process Analyst Sr is responsible for IT Service Transition and Operation processes and procedures specifically Change, Configuration, and Problem Management. Responsible for design, implementation, reporting and execution of all Change, Configuration, and Problem Management efforts for both Corporate and North American Electric Reliability Corporation (NERC) regulated assets as defined by ITIL, Corporate Standards and NERC CIP requirements.

Provides guidance and support in developing and managing the underlying, departmental procedures and work instructions that support process effectiveness. Takes ownership of the day‑to‑day operations of the IT Change Enablement Process. Plays a key role in mitigating the risks associated with the implementation of IT changes, maintaining compliance in accordance with organizational audit requirements (ITGC/SOX), interfacing with other ITSM processes and ensuring the quality of IT systems performance and services.

Implements change, configuration, and problem management processes. Participates and assists in daily operations on more complex projects. Works under minimal supervision.

1. Participates and assists in daily operations along with business partners, subject matter experts, and the compliance team to ensure that processes are followed, improved, and effective. (40%)

2. Leads projects, cross train peers and consult on the work of business partners, subject matter experts, and help the compliance team develop more robust and focused processes to meet compliance requirements. (20%)

3. Implements change, configuration, and problem management processes. Ensures that business partners and team members remain compliant and knowledgeable with processes. (20%)

4. Provides guidance, expertise, and consultation in the planning, design, and improvement of change, configuration, and problem management processes. (20%)

Education

Required:

Bachelor’s Degree in computer science or business discipline.
In lieu of a Bachelor’s Degree, an additional 4 years of experience may be considered.

Preferred:
Master’s Degree in IT related field or MBA.

Licenses/Certifications

Required:

ITILv3 or ITILv4 certification at Foundation level obtain within 6 months of hire

Preferred: ITILv3 or ITILv4 Intermediate Level Certification

Experience

Required:

5 years of related work experience performing the Duties & Responsibilities of this position. Experience with the Change management / Change enablement module within Service Now or other IT Service Management…