Service Management Analyst II​/Sr

SPP is about more than power. We’re about the power of relationships. Our employees have the opportunity to work together to ensure electricity is delivered reliably and affordably to the millions of people living in our service territory. We have been voted one of Arkansas’ Best Places to work by Arkansas Business and we are looking for a member of our team who is passionate about our mission to keep the lights on!

We have a core ideology here at SPP that we stand by:
Do the right thing, for the right reason, in the right way.

We believe in supporting our employees through a fantastic benefits package:

• Competitive and transparent pay with bonus opportunities
• Excellent insurance package including three great medical plans to choose from, employer-paid short-term disability, long-term disability, and life insurance
• Relocation bonus (if applicable)
• Hybrid working environment for positions that are eligible
• Fantastic contributions to your retirement through a 401(k) savings plan with employer-match benefits and a pension (defined benefit plan) fully funded by SPP

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* PLEASE NOTE:

** SPP is not able to sponsor employment visas or student-work authorizations (STEM OPT) for this position. Please ensure you are eligible to work in the U.S. without sponsorship prior to applying.

Service Mgmt Analyst II Salary range: $70,320 – $87,895
Sr. Service Mgmt Analyst Salary range: $77,900 – $99,325

The Service Management Analyst is responsible for process management, development, and implementation of advanced IT Service Management processes and the continued measurement and evaluation of those processes. The role supports the development, management, and administration of ITSM processes, including Incident, Change, Problem, Configuration, Asset, and Request Management, as applicable. The Service Management Analyst facilitates communication between the IT department and its customers to define and maintain processes and business relationships as needed and requires extensive contact and work with employees at all levels of the organization.

The position is expected to exercise good judgment in developing and implementing best practices, prioritizing assignments, and resolving issues. At the Service Management Analyst II level, the role assists with the development, management, and administration of ITSM processes. At the Senior level, the role ensures IT business practices are designed for high quality and that continuous improvement is pursued based on measurement and analysis methods and techniques, while working with minimal supervision.

• Assist in developing and maintaining IT Service Management Processes based on continuous improvement and process quality concepts and methods.
• Assist in managing compliance and audit related requests for IT Service Management processes.
• Change and Configuration Management Processes
  • Monitor the controlled technology environments for SPP business systems to ensure Change Management processes are followed.
  • Assist in determining the appropriate priority and risk level of changes.
  • Review changes for process integrity.
  • Provide Change Management reports to management and other staff.
• Problem Management Process
  • Ensure Problem Management processes are being followed.
  • Maintain inventory of problems under analysis and their current progress and status.
  • Identify trends, coordinate meetings, and follow up on issues and progress with problem owners where necessary.
  • Assist in managing the Asset Management process.
• Analyze and review metrics as part of a continuous improvement lifecycle to assure that processes operate efficiently and meet their intended purpose.
• Provide training in business process management and ITSM…