Role Summary
The ITSM Continual Improvement Analyst is responsible for driving improvements across IT services by running the end-to-end workflow of Continual Improvement Management (CIM). The role requires solid understanding of ServiceNow CIM workflows, related ITSM processes, and the development lifecycle. The analyst will collaborate closely with customers, process owners, and development teams to ensure initiatives progress efficiently from intake through deployment.
Key Responsibilities
- CIM Workflow Management
- Understand and manage the CIM lifecycle, including intake, qualification, prioritization, assessment, and delivery.
- Review new CIM requests to ensure clarity, completeness, and alignment with ITSM practices.
- Maintain and manage the CIM backlog, ensuring items are UpToDate, categorized, and prioritized appropriately.
- Collaborator Engagement
- Follow up with requestors, process owners, and functional teams to drive progress on open initiatives.
- Facilitate communication to resolve blockers, dependencies, and delays.
- Provide regular status updates to partners and leadership.
- Collaboration With Development Teams
- Work with developers and platform teams to translate CIM requests into ServiceNow stories.
- Ensure stories are accurately prioritized, refined, and aligned with sprint plans.
- Monitor story progress through development, testing, and deployment stages.
- Support UAT coordination and ensure deployment readiness.
- Governance & Reporting
- Contribute to prioritization discussions and governance forums by providing analysis and insights.
- Track metrics relating to throughput, cycle time, and deployment progress.
- Maintain dashboards and reports to highlight value delivery and improvement trends.
Required Skills & Experience
Technical & Process Knowledge
- Good understanding of ITSM processes (Change, Incident, Problem, Request).
- Knowledge of ServiceNow modules, especially CIM, ITSM, and Dev/Story lifecycle.
- Awareness of Agile/Scrum methodologies and sprint-based planning.
Business Analysis Skills
- Ability to capture and document requirements clearly and optimally.
- Proficient in translating business needs into actionable user stories.
- Experience in process mapping, workflow analysis, and improvement identification.
Soft Skills
- Superb communication and customer management capabilities.
- Strong follow-through, persistence, and ability to drive outcomes.
- Detail oriented with strong organizational and multitasking skills.
Preferred Qualifications
- Certification in ITIL Foundation or higher.
- Experience working with ServiceNow in an ITSM/ITOM environment.
- Exposure to continual improvement frameworks (CSI, Lean, Agile).
Prior experience in a Business Analyst or Process Analyst role within technology or operations.
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Career Stage:
Senior Associate
London Stock Exchange Group (LSEG) Information:
Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
Our purpose is the foundation on which our culture is built. Our values of
Integrity, Partnership,
Excellence and
Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants and employees religious practices and beliefs, as well as mental health or physical disability needs.
You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
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