IT Governance Analyst – Itsm
| Company | Toyota |
|---|---|
| Location | Plano, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s, Master’s |
| Experience Level | Senior |
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- 5+ years of ITSM experience, with 3+ years managing ITIL-aligned service operations in financial services.
- Deep knowledge of financial regulatory frameworks (e.g., FFIEC, SOX, PCI-DSS, GDPR).
- Hands-on experience with the enterprise ITSM tool ServiceNow.
- Strong leadership, communication, and cross-functional collaboration skills.
Responsibilities
- Develop and execute the ITSM strategy in alignment with business goals, ITIL v4 practices, and financial regulatory requirements.
- Serve as the organizational SME for ITIL v4, championing a culture of service orientation and continual improvement.
- Oversee the design, implementation, and governance of ITIL v4-based practices, ensuring service quality and operational efficiency across Incident, Problem, Change Enablement, and Service Request Management.
- Lead Service Level, Configuration, and Knowledge Management while driving Release, Service Catalog, and Continual Improvement initiatives through metrics-driven optimization.
- Establish and maintain robust monitoring, metrics, and reporting across all ITSM processes, tracking key performance indicators (KPIs) such as MTTR, change success rate, service availability, and customer satisfaction while conducting regular service reviews with IT and business stakeholders to assess performance and identify improvement opportunities.
- Ensure all ITSM processes align with financial industry regulatory obligations (e.g., FFIEC, SOX, NYDFS, GLBA) by collaborating with cybersecurity, risk, and compliance teams to embed controls into service workflows and support audits.
- Partner with ITSM process owners, service desk staff, and analysts to manage the ITSM platform (e.g., ServiceNow), ensuring proper configuration, integration, and optimization while collaborating with infrastructure and application teams to enable seamless service delivery across hybrid and cloud environments.
- Serve as the primary liaison between IT Operations, business units, internal teams, and external vendors to ensure service quality, SLA adherence, issue resolution, and seamless collaboration.
Preferred Qualifications
- Master’s degree is preferred.
- ITIL v4 Managing Professional or Strategic Leader certification is strongly preferred.
- Lean Six Sigma certification is preferred.