ITSM Process Analyst

Job ID
Information Technology


The IT world is evolving. New technologies. New trends. New opportunities. There’s true excitement surrounding the future. That’s where QTS comes in. We’re fearlessly leading the way by redefining what it means to be a data center. We innovate next-generation cloud and hybrid solutions. We deliver a fully-integrated I.T. platform from top to bottom – one enabled by technology and world-class infrastructure. Simply put, we’re defining the curve.


As one of the nation’s largest and fastest growing data center companies, we help manage and protect critical data during a time of unprecedented change. The power of QTS' innovation happens when smart, creative people with a unified vision collaborate to break new ground, solve new problems, and create new solutions to improve lives.


We are powered by our people.


At QTS, we know where IT is going. And we’d like to invite you to join us.


The IT Service Management (ITSM) Process Analyst is responsible for performing metric-based analysis of current operational processes and recommending process improvements.  This person must be able to work with subject matter experts (SMEs) to document current processes and break down ITSM processes into specific, measureable steps. This person is responsible for the creation, maintenance, and publishing of a wide array of technical documentation (internal and customer-facing procedure guides, technical diagrams, flow charts, product descriptions, etc.). This role will provide financial benefits to the company through improved quality, productivity, efficiency, and customer experience.

RESPONSIBILITIES, other duties may be assigned

  • Document existing ITSM processes in line with the IT Infrastructure Library (ITIL) v3 framework.
  • Interview SMEs to understand and document standard operating procedures (SOPs) and risks.
  • Quantify and analyze process performance and trends through metrics and key performance indicators (KPIs).
  • Generate process flow charts, breaking them down into individual steps and responsibility swim lanes.
  • Coordinate and monitor process performance.
  • Develop recommendations for business process improvements, based on observation and analysis that can significantly affect efficiency, quality, profitability, competitive position, and employee/customer experience.
  • Present process diagrams and other key information, to the team members responsible for the execution and implementation of the new/updated process.
  • Assist management with process analysis and implementation of new processes.
  • Update and maintain documentation and processes.


  • Intersect – Identifies the common purpose from a wide range of internal and external stakeholders.  Able to interpret and understand complex data sets and information.
  • Invent – working with others generates a surplus of ideas that create value for shareholders, customers and employees.  Analyzes data to generate unique insight.
  • Invest – correctly justifies which projects to pursue or not.  Builds business cases that enable decision makers to make the appropriate investment of people, time and money to the right set of projects.
  • Act – gets the job done regardless of obstacles that occur. 
  • Adjust – Builds appropriate metrics and scorecards to provide insight into the organization is performing.  Leads cross-functional review sessions that produce high-leverage learnings use to build organizational capability.


  • Bachelor’s degree in Computer Science, Business, Technical Writing, or other related field; specialized training; or equivalent professional experience.
  • One or more years of experience in business analysis, technical writing, and/or process improvement. 
  • Strong data analysis skills using Microsoft Excel and/or SQL.
  • Excellent writing skills for generating clear, concise SOPs.
  • Ability to work independently, with supervision, on a project of varying complexity.


  • Two or more years of experience working in a data center environment; or other relevant critical process environment.
  • Minor in Communications
  • Quantitative statistical analysis experience a plus.
  • Lean, Six Sigma, DevOps, TQM or QFD skills a plus.
  • Project management experience a plus.
  • ServiceNow experience a plus.
  • ITIL v3 Foundation certification.



  • Exhibit excellent interpersonal skills with all levels of the organization.
  • Use organizational skills to determine prioritization and appropriate multitasking.
  • Write concisely and speak clearly.
  • Focus on scope, tone, and quality of processes and their respective documentation, as well as the associated goals, priorities, deadlines, and weaknesses.
  • Perform necessary and timely follow-up, escalating appropriately if necessary.


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Need help finding the right job?

We can recommend jobs specifically for you! Click here to get started.