ESO Consultants is currently seeking an ITIL Process Analyst to join our team. The successful candidate will play a key role in developing departmental key performance indicators related to ITIL processes such as Incident, Problem, and Change Management, as well as proactive application monitoring. Additionally, they will support the identification of automation and process improvements to enhance operational efficiencies. Strong analytical skills and familiarity with current IT methodologies are essential for this role.

Responsibilities:

- Assist in developing departmental key performance indicators related to ITIL processes (e.g., Incident, Problem, and Change Management) and proactive application monitoring.

- Support the identification of appropriate automation and process improvements to achieve desired efficiencies.

- Analyze quantitative data to determine correlations and dependencies to guide process improvements or establish new governance metrics, KPIs, or other relevant reporting.

- Interpret metrics and propose new or enhanced ITIL processes. Assist in the rollout of new processes.

Qualifications:

- 3 years of project management or technical experience in a large IT environment.

- Experience with SQL, multi-tiered network architectures, and web and application servers.

- Familiarity with current IT methodologies, processes, standards, and policies.

- ITIL Foundations certification required.

- Excellent communication and interpersonal skills, with a high level of integrity and personal ethics essential.