Business Process Analyst 3 - ITSM Analyst

WEX Inc   •  

South Portland, ME

Industry: Accounting, Finance & Insurance


5 - 7 years

Posted 31 days ago


WEX Inc. is a leading and growing global provider of payment processing, information management and fleet card payment solutions.
We hire people who share our passion for continuous innovation and client service that is unparalleled in the industry.
If you are looking for a growing career – come be part of WEX today!

General Purpose:

Provide continuous service improvement across ITSM processes (VITAL) ensuring well managed, compliant and repeatable Service Delivery to users.

This position requires strong customer service and organizational skills, working closely with end users, the Service Delivery teams and ITSM process owners.

  • Own the process of requirements solicitation and use case development for Cherwell enhancement requests

  • Manage the Cherwell SDLC process, including prioritization, assignment, communication, testing and code promotion

  • Partner with WEX business units to define, develop and implement solutions that comply with WEX ITSM standards

  • Leads continuous improvement opportunities to ensure overall effectiveness of ITSM platform

  • Ensure ITSM process documentation is complete

  • Ensure effectiveness and efficiency across all key ITIL processes - Incident, Problem, Change, Service Request Management, Knowledgebase

  • Maintains and updates ITSM Processes to be the single source of truth in relation to the standard operating model.

  • Lead ITSM training initiatives; ensure training documentation is current

  • Manage Cherwell integrations and mAPP implementations with 3rd party vendors to completion (e.g. Jira, Xmatters, facilities, etc.)

  • Design, develop, distribute reports as needed. Compile and distribute monthly ITSM reports

  • Partner with end users and licensed users to improve the ITSM portal and client and enhance the overall user experience

  • Document and implement processes for updating hardware and software assets in the CMDB.

Other duties as assigned.


Minimum Required Qualifications for Consideration:

• Bachelor’s degree in Business, Finance or equivalent.
• 5 years or more of experience in continuous improvement management with a focus on strategic process design - Strong ITSM reporting background.
• Both technology and non-technology based process/project management experience.
• Strong general management business background including skills in communication, presentation and reporting.
• Highly developed interpersonal skills including influence beyond formal authority.
• Strong collaboration skills.
• Non-direct report coaching/mentoring/training experience required; change management experience required.
• Knowledge and experience with SFDC system and functionality.
• Must pass a successful background check.

Preferred Qualifications:

  • MBA or other relevant graduate degree.

  • Advanced analytical experience and skills in the identification and execution of process improvement initiatives.

  • Demonstrated experience with process improvements methodologies such as Lean Six Sigma and Business Process.

  • ITIL Certification preferred