ITSM Change Management BA, Citi

Citi

Location:
Costa Rica, Heredia

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Citi’s IT Service Management (ITSM) organization supports hundreds of thousands of IT incidents, problems, changes and requests each year, enabling Citi to deliver on its business-driven priorities. The Change Management Process Analyst is a key part of the Service Management Office organization, helping to define, lead, and drive our Enterprise Change Management process strategy in partnership with key customers and stakeholders.

Job Responsibility:

Defining and driving Citi’s Enterprise IT Change Management strategy
Learning Citi designed ITSM processes of Change, Incident and Problem Management
Developing and executing Citi’s IT Change Management strategy globally
Collaborating with business stakeholders to capture technical and functional requirements
Standardizing IT Change Management practices
Conducting end-to-end testing of processes
End-user training
Organizational Change Management
Customer Satisfaction Surveying & Scoring
ServiceNow Process Enhancement Pipeline
Analyzing new ServiceNow capabilities
Governance maturation
Audit / Regulatory support

Requirements:

Minimum of 5 years of experience as an ITSM business analyst
Minimum of 3 years of experience working with the ServiceNow platform as an ITM business analyst
Pro-active, can-do approach
Customer focus
Accuracy and attention to detail
Personal commitment/Flexibility
Excellent interpersonal and communication skills
Demonstrable ability to multi-task and prioritize effectively
Dynamic, enthusiastic, confident, reliable team member
Strong performance record with history of increased responsibility

Additional Information:

Job Posted:
May 14, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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ITSM Change Management BA