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Company Name:
Approximate Salary:
Not Specified
Stl Metro St. Louis, All
United States
Position type:
Full Time
Experience level:
2 - 5 years
Education level:
Bachelor's Degree

ITSM Process Specialist II (Change Management)

The IT Service Management (ITSM) Process Specialist is responsible for establishing, maintaining, and extending ITSM processes and the associated software product. In addition, the ITSM Process Specialist works in conjunction with the ITSM Process Managers to bring understanding, direction, and discipline to the usage of the these processes. 

Key responsibilities include:

  • Under moderate supervision and guidance to develop new services, applications, and processes through the use of the ITSM software product.
  • Responsible for developing and executing software product and process quality assurance testing activities.
  • Keep abreast of changes in feature sets and capabilities with new releases of the software product. Make recommendations regarding utilization of these capabilities.
  • Participate in the delivery of new releases with the software product.
  • Serve as a subject matter expert with one or more of the ITSM processes.
  • Serve as a second level support for users’ issues and questions with the software product and/or processes.
  • Lead the delivery of training material and training presentation to assist in the usage and understanding of the software product and/or processes.
  • Deliver non-complex integrations with the software product.
  • Deliver non-complex service requests and support for the service catalog(s).
  • Create and maintain new documentation and knowledge articles as required.
  • Work with the Business Analyst or individually in requirements gathering for enhancements to processes or new features such as service request opportunities.
  • Provide assistance to the Process Managers on process design, continual service improvement activities, reporting, and monitoring of status.
  • Participate with the Process Managers to deliver new ITSM processes.
  • Assist in the agile delivery of the software product and processes.
  • Typically handle multiple assignments concurrently.
  • Represent the team and department at meetings.
  • May direct and work with outside contractors on the delivery of assignments.
  • Supports Change Mgmt. process and process manager, as well as daily operations of change management activities including:
    • Facilitating weekly Change Advisory Board (CAB) meetings.
    • Reviewing changes prior to approval by the ECAB, CAB or Change Management to ensure that key aspects are documented and well understood.
    • Guiding change practitioners (can be on any Digital team) through the change process including change creation, documentation, review, and closure.  Answering process and tool questions, addressing quality issues or missing information.
    • Creating ad hoc reports and other metrics.  Creating and updating documentation, including workflow documentation, process, and procedure documentation.
    • Testing enhancements prior to implementation and testing prior to ServiceNow version upgrades.
    • Assists in the efforts to create and provide training through Power hours and CBT based training.
    • Practicing continuous improvement by recommending process or tools changes and creating stories for tool enhancements or issues in ServiceNow. 


Bachelor’s degree in Computer Science, Management Information Systems, Engineering, or equivalent computer related degree from an accredited college or university required.  Consideration may be given to candidates with extensive related experience without the academic requirements.  Five or more years of technical experience required in Information Technology.  One or more years of web application development.  Three or more years supporting, leading, and/or adhering to an ITSM process (i.e., Incident Management, Change Management, Problem Management, etc.)  Two or more years of knowledge and experience supporting an ITSM software product.  IT Infrastructure Library (ITIL) Foundations certification required.  One ITIL Service Lifecycle Certificate(s) (i.e., Service Operations, Service Strategy, Service Transition, etc.) preferred, but required within 12 months.

Technical Skills

Good analytical, communication, and human relations’ skills required.  General application development skills with a focus on web application design and build. Skills with JavaScript, Web Services, and HTML preferred.

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