Will McDonald

IDR is seeking a dedicated and detail-oriented Process Analyst to join one of our top clients in Los Angeles. This role is perfect for someone with deep expertise in ITIL processes and a passion for optimizing IT service management (ITSM) procedures across various departments. If you are looking for an opportunity to join a large organization and work within a team-oriented culture, please apply today!

Position Responsibilities:

- Analyze and optimize ITIL-based IT Service Management (ITSM) processes such as Incident Management, Change Management, Problem Management, Service Request Management, and Configuration Management.

- Collaborate with IT and business teams to design, document, implement, and govern ITIL-aligned processes.

- Define KPIs and metrics to measure process effectiveness and recommend continuous improvement initiatives.

- Facilitate root cause analysis (RCA) and drive action plans for problem resolution.

- Conduct training and awareness programs for teams to enhance ITIL process adoption.

Required Skills:

- 3+ years of experience in ITSM, ITIL processes, or process improvement roles.

- ITIL v4 Foundation Certification (Intermediate/Expert level preferred).

- Experience working with ITSM tools, such as ServiceNow, Solarwinds.

- Bachelor's degree in IT, Business, or a related field (or equivalent experience).

- Strong stakeholder management skills with experience collaborating across IT and business units.

What’s in it for you?

- Competitive compensation package

- Full Benefits; Medical, Vision, Dental, and more!

- Opportunity to get in with an industry-leading organization

- Close-knit and team-oriented culture

Why IDR?

- 25+ Years of Proven Industry Experience in 4 major markets

- Employee Stock Ownership Program

- Medical, Dental, Vision, and Life Insurance

- ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row