IT Lead Service Transformation Analyst

Job Overview

The Lead, IT Service Transformation Analyst is responsible for architecting and executing enterprise-wide automation, AI, and process improvement initiatives across IT support functions. This strategic role partners with internal teams and external vendors to drive innovation, operational excellence, and continuous improvement in service delivery, ITSM, and critical incident management. The Lead plays a pivotal role in shaping transformation strategy, mentoring team members, and ensuring alignment with organizational goals.

Essential Functions

Strategic Automation & AI Leadership

* Architect and oversee the implementation of enterprise-wide automation and AI initiatives that transform IT support operations, including service desk, application support, infrastructure, and monitoring.

* Design and maintain scalable automation frameworks and reusable components that integrate across hybrid environments, cloud platforms, and enterprise systems.

* Lead the evaluation and adoption of emerging technologies (e.g., generative AI, intelligent automation, self-healing systems) to drive innovation and improve service delivery.

* Define automation strategy and roadmap in alignment with organizational goals, ensuring measurable outcomes in efficiency, cost reduction, and user experience.

Advanced Process Improvement and Implementation:

* Lead enterprise-level process assessments, including current-state analysis, future-state design, and implementation planning using Lean, Six Sigma, and ITIL methodologies.

* Establish governance models for process improvement, including performance metrics, dashboards, and continuous feedback loops.

* Facilitate executive-level workshops and cross-functional sessions to align stakeholders, prioritize initiatives, and ensure successful adoption of redesigned processes.

* Drive operational excellence by embedding automation into core ITSM workflows and enabling proactive service management.

ITSM & Critical Incident Management Automation:

* Own the automation strategy for ITSM processes across incident, problem, change, release, and configuration management, ensuring alignment with ITIL best practices.

* Lead the design and implementation of intelligent workflows in Service Now, including automated triage, resolution, and escalation paths.

* Serve as the strategic escalation point for critical incidents, coordinating enterprise-wide response, post-incident reviews, and systemic remediation planning.

* Integrate monitoring and analytics platforms (e.g., Nex Think, Splunk, Dynatrace) with ITSM tools to enable predictive incident management and automated remediation.

Collaboration & Vendor Oversight:

* Build and maintain strategic partnerships with internal teams (e.g., infrastructure, application, security, service desk) and external vendors to deliver transformation initiatives.

* Lead vendor selection, contract negotiation, onboarding, and performance management, including SLA definition, compliance tracking, and continuous improvement planning.

* Ensure vendor solutions are integrated into the organization's automation ecosystem and aligned with transformation goals and enterprise architecture standards.

* Represent the organization in vendor governance forums and strategic planning sessions.

Technology Expertise & Enablement:

* Provide expert-level guidance on Service Now platform architecture, development, and optimization, including custom integrations and advanced reporting.

* Lead automation initiatives across Microsoft technologies (Azure, O365, Windows Server, Active Directory), SQL environments, and cloud-native platforms (AWS, GCP).

* Apply advanced scripting and orchestration skills (Power Shell, Python, Bash, RPA tools) to build resilient and scalable automation solutions.

* Champion the use of analytics platforms (Nex Think, Power BI, Tableau) to drive data-informed decision-making and identify service improvement opportunities.

Mentorship, Enablement & Strategic Communication:

* Lead mentorship programs to develop automation and AI capabilities across the team, fostering a culture of innovation and continuous learning.

* Coach analysts and engineers on best practices in…