IT Service Transformation Analyst

Job Overview

The IT Service Transformation Analyst is responsible for driving automation, AI adoption, and process improvements within IT support functions, including service desk, application, and infrastructure support. This role collaborates with internal teams and external partners to optimize service delivery, enhance operational efficiency, and support critical incident management. The analyst will help manage vendor relationships and ensure alignment with organizational goals.

• Identify, design, and implement automation solutions to streamline IT support, application, and infrastructure processes.
• Build and maintain scripts (Power Shell, Python, Bash) and workflows using RPA tools (UiPath, Automation Anywhere, Blue Prism) and workflow platforms (Service Now Flow Designer, Microsoft Power Automate, Logic Apps).
• Collaborate with internal teams to automate repetitive tasks, ticket handling, approvals, and notifications.

• Deploy and support AI/ML solutions for predictive analytics, ticket classification, anomaly detection, and chatbot/virtual agent support.
• Use analytics and end-user experience tools (Nex Think, Power BI, Tableau) to identify automation opportunities and measure impact.
• Continuously monitor and refine AI models to improve accuracy and efficiency in support operations.

• Automate and optimize ITSM processes (incident, problem, change, request management) within Service Now and related platforms.
• Support and automate processes for Microsoft products (Windows Server, Azure, O365, Active Directory), SQL databases, and server environments.
• Ensure automation solutions align with ITIL best practices and organizational standards.

• Work closely with internal teams (service desk, application, infrastructure, security) and external vendors to deliver automation and AI initiatives.
• Participate in vendor selection, onboarding, and performance management, including SLA tracking and improvement planning.
• Integrate vendor solutions into existing automation frameworks and ensure alignment with transformation goals.

• Document automation solutions, process changes, and best practices for internal and external stakeholders.
• Develop and deliver training materials and workshops to drive adoption of automation and AI technologies.

• Analyze service desk and support metrics to identify process improvement opportunities.
• Track and report on automation project outcomes, including efficiency gains, cost savings, and user experience improvements.
• Participate in special projects and strategic initiatives as assigned.

• Perform other duties as assigned, including participation in special projects or strategic initiatives.
• Participate in on-call rotations to support critical incident response.
• Adhere to organizational policies, procedures, and standards, including data privacy and security protocols.

• Proven experience designing, building, and deploying automation solutions to streamline IT support, application, and infrastructure processes.
• Hands‑on experience with Robotic Process Automation (RPA) tools such as UiPath, Automation Anywhere, or Blue Prism to automate repetitive tasks and workflows.
• Proficient in scripting languages (Power Shell, Python, Bash) for process automation, data integration, and system orchestration.
• Experience implementing AI/ML solutions for ticket classification, predictive analytics, anomaly detection, and chatbot/virtual agent support.
• Familiarity with workflow automation platforms, including Service Now Flow Designer, Microsoft Power Automate, and Logic Apps, to optimize service desk and support operations.
• Demonstrated ability to use analytics and end‑user experience tools (Nex Think, Power BI, Tableau) to identify automation opportunities and measure impact.
• Experience supporting and automating processes for Microsoft products (Windows Server, Azure, O365, Active Directory), SQL databases, and server environments.
• Strong background in ITSM platforms (Service Now preferred),…