SrAnalystITOperations

Role Overview The “Lead (Backup) - ITSM Metrics & Process Governance” is a senior individual contributor responsible for supporting the development, documentation, and continuous improvement of processes across the organization. This role works closely with the ITSM / CFS Process Manager, ITSM Team Lead, and Governance, Risk, and Compliance (GRC) teams to ensure processes are well-defined, clearly documented, compliant, and consistently communicated. Serving as a key enablement and support role, the position assists with process design, metrics development, and executive-ready reporting while acting as a functional backup to the CFS Manager when needed. The role emphasizes strong process-oriented thinking, exceptional written and verbal communication, high-quality documentation, and the ability to translate operational data into clear, visually compelling narratives for teams and senior leadership. With growing adoption of automation and AI across ITSM, the role also supports awareness and responsible use of AI-enabled capabilities in process improvement and reporting. Key Responsibilities * Create clear, visually compelling presentations and process materials for IT teams and senior leadership. * Collect, analyze, and maintain ITSM metrics and performance data. * Develop executive-ready views of ITSM performance, trends, risks, and improvement initiatives. * Present metrics, insights, and process updates to leadership. * Assist ITSM Process Managers with reporting, audits, and continuous improvement initiatives. * Assist in the design, development, documentation, and maintenance of processes across the organization as requested. * Partner with the CFS Manager and ITSM Team Lead to support process governance and maturity improvements. * Work closely with the GRC team to ensure processes align with governance frameworks and audit requirements. * Develop and maintain process documentation, standards, workflows, and reference materials. * Own and maintain process conte