IT Lead Service Transformation Analyst

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 ServiceNow, 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., NexThink, 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 ServiceNow 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 (PowerShell, Python, Bash, RPA tools) to build resilient and scalable automation solutions.
• Champion the use of analytics platforms (NexThink, 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 automation design, process improvement, and strategic execution.
• Communicate transformation strategies, project outcomes, and business impact to executive leadership, technical teams, and business stakeholders.
• Develop and deliver strategic presentations, executive briefings, and training programs to promote adoption and alignment.

Compliance, Documentation & Change Management:

• Ensure all automation and AI solutions comply with organizational policies, data privacy regulations (e.g., HIPAA, GDPR), and cybersecurity standards.
• Oversee the development of comprehensive documentation for automation frameworks, process changes, and operational procedures.
• Lead change management efforts, including stakeholder engagement, communication planning, training delivery, and post-implementation support.
• Participate in internal audits, risk assessments, and governance reviews to validate compliance and effectiveness of transformation initiatives.

General Responsibilities:

• 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.

Experience:

• Extensive experience leading enterprise-scale automation and AI initiatives focused on transforming IT support, application, and infrastructure operations.
• Deep expertise in architecting, developing, and maintaining automation frameworks using RPA, AI/ML, and workflow orchestration tools.
• Advanced scripting and integration skills (PowerShell, Python, Bash) for automating complex processes and building end-to-end solutions.
• Demonstrated success deploying AI-driven solutions for self-healing systems, predictive incident management, and virtual agent/chatbot automation.
• Advanced knowledge of ServiceNow administration and development, including custom workflow automation, integration with Microsoft and analytics platforms, and reporting.
• Experience with end-user analytics and monitoring tools (NexThink, SCOM, Splunk, SolarWinds, Dynatrace, etc…) to proactively identify automation opportunities and improve user experience.
• Strong background in automating support for Microsoft technologies (Windows Server, Azure, O365), SQL databases, and hybrid/cloud infrastructure.
• Led process improvement and automation projects using Lean, Six Sigma, and ITIL methodologies, with measurable impact on efficiency and service quality.
• Experience managing vendor relationships, integrating third-party automation solutions, and ensuring alignment with organizational transformation goals.
• Proven ability to mentor and coach teams on automation best practices, change management, and adoption of new technologies.
• Skilled in preparing technical documentation, training materials, and communicating automation strategies to stakeholders at all levels.
• Experience with cloud automation (Azure Automation, AWS Lambda).
• Familiarity with DevOps practices and CI/CD pipelines.
• Knowledge of cybersecurity principles and secure automation practices.
• Strong analytical, problem-solving, and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

 Education

• Required:  Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field.

 Certifications

• Required:ITIL Foundation Certification.
• Preferred:ITIL Intermediate/Practitioner, ServiceNow Certified System Administrator/Implementation Specialist, Microsoft certifications (MCP, MCSA, AZ-104, AZ-305), NexThink Certified Professional, RPA certifications (UiPath, Automation Anywhere, Blue Prism), Six Sigma, Lean, PMP or PRINCE2.

$109,449.60- $154,523.20 Annual