• Process Analyst/Project Manager

    Job Locations US-GA-Suwanee
    Job ID
    Information Technology

    The IT world is evolving. New technologies. New infrastructures. New and more complex customer needs. Every day feels like a shift. There’s a sense of excitement surrounding the future, but also uncertainty. That’s where QTS comes in. We’re fearlessly leading the way by redefining what it means to be a data center provider. We support next-generation cloud and hybrid colocation solutions. We deliver a fully-integrated platform from top to bottom – one enabled by technology and world-class infrastructure. Simply put, we’re innovating to stay ahead of the curve.


    At QTS our people power us to provide expertise, technology and infrastructure for IT decision makers in complex, high-pressure environments. 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 a problem, or create a solution 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 / Project Manager is responsible for (1) understanding and documenting core Customer Support processes, (2) performing metric-based analysis of current operational processes and recommending process improvements, and (3) tracking and prioritizing improvement requirements within an Agile framework. You must become the Voice of the Customer for internal and external stakeholders, work with subject matter experts (SMEs) to document current state, identify improvement opportunities, and write development requirements for ITSM applications. This role will provide financial benefits to the company through improved quality, productivity, efficiency, and customer experience.

    RESPONSIBILITIES, other duties may be assigned

    • Interview SMEs to understand current process pain points and improvement opportunities.
    • Craft user stories and requirements to support business process improvements, based on observation and analysis that can significantly affect efficiency, quality, profitability, competitive position, and employee/customer experience.
    • Plan, track and report on Agile development release activities.
    • Create, maintain, and publish a wide array of technical and training documentation (internal and customer-facing procedure guides, technical diagrams, flow charts, etc.)
    • Assist management with process analysis and implementation of new processes.
    • Document existing service processes to facilitate subsequent analysis and improvement.
    • Generate process flow charts, breaking them down into individual steps and responsibility swim lanes.
    • Analyze process performance & trends through metrics and key performance indicators (KPIs).


    • Bachelor’s degree in Computer Science, Business, Technical Writing, or related field; specialized training; or equivalent work experience.
    • One or more years of experience in business analysis and/or project management.
    • Experience with different methodologies and frameworks (SDLC, RUP, Agile, Scrum, ITIL).
    • Experience with tailored off-the-shelf applications and software development.
    • Excellent writing & communication skills for generating clear, concise SOPs and presentations.
    • Strong data analysis skills using Microsoft Excel and/or SQL.
    • Ability to work independently, with supervision, on a project of varying complexity.



    • Experience working in a data center environment; or other relevant critical process environment.
    • ServiceNow or CA Unified Infrastructure Management experience
    • PMP, PMI-ACP and/or Scrum Master certification.
    • ITIL v3 Foundation certification.
    • Lean, Six Sigma, DevOps, TQM or QFD skills




    • Relationships– Build valuable relationships with people, facts, and context. Deeply aligned relationships are the key to unlocking the power of people to overcome the challenges they face and achieve more than they could in isolation.
    • Creativity– Apply integrated thinking. Creativity is necessary to produce unprecedented value. By combining awareness of new facts and deeper understanding of people’s purposes and concerns we are able to generate a surplus of ideas and create the possibility of changing the world.
    • Collaboration– Develop aggressive and realistic plans. Working collaboratively is required to make the best decisions on how to allocate time, money and talent and thus enable our dreams to become reality.
    • Accountability- Get the job done. We must be clear on who is going to do what by when. Accountability is the only way that change occurs. Constant acts of courage (people doing something) inspire others to join in making the world a better place.
    • Learning– Lead in a developmental environment – Turning learning into action is fundamental to unleashing the power of QTS. By embracing change and appreciating others, we accelerate business improvements and our own development and fulfillment.


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