Outside Sales Representative - Industrial

Position Summary

We are seeking a Process Specialist to support IT Service Management (ITSM) governance for Engineering IT, compliance, reporting, and continuous improvement initiatives. This role will partner with IT teams and process owners to ensure ITSM processes are standardized, measured, and continuously optimized to improve service quality and operational efficiency.

Key Responsibilities

ITSM Governance & Compliance

• Support governance of ITSM processes, including Incident, Major Incident, Problem, Change, Request, and Knowledge Management.
• Ensure compliance with ITSM policies, standards, and procedures.
• Assist with process audits, reviews, and compliance reporting.
• Maintain process documentation, workflows, and governance artifacts.

Reporting & Analytics

• Develop and maintain ITSM dashboards, KPIs, and operational reports.
• Analyze service management data to identify trends, risks, and improvement opportunities.
• Track process performance and provide actionable insights to stakeholders.
• Support leadership reporting and service reviews.

Continuous Improvement

• Identify process gaps and inefficiencies and recommend improvements.
• Facilitate process optimization and automation initiatives.
• Support implementation of best practices aligned with ITIL and organizational objectives.
• Measure and report the effectiveness of improvement initiatives.

Stakeholder Collaboration

• Collaborate with IT teams, service owners, and business stakeholders to drive process adoption and consistency.
• Support process training, communications, and awareness activities.
• Participate in cross-functional projects related to service management improvements.

Required Qualifications

• Bachelor's degree in Information Technology, Engineering, or a related field. - 3–5 years of experience in ITSM, process management, governance, compliance, or operational excellence.
• Working knowledge of ITIL principles and service management best practices.
• Experience with ITSM platforms such as ServiceNow, Jira Service Management, or similar tools.
• Strong analytical skills with experience in reporting, dashboard creation, and data analysis.
• Proficiency in Microsoft Excel, Power BI, ServiceNow Report or similar reporting tools.
• Excellent communication and stakeholder management skills.

Preferred Qualifications

• ITIL Foundation certification or equivalent.
• Experience with process improvement methodologies such as Lean, Six Sigma, or Continuous Improvement frameworks.
• Experience supporting audits, compliance reviews, and governance programs.
• Familiarity with workflow automation and AI-driven productivity tools.
• Project coordination or project management experience.

Soft Skills

• Strong troubleshooting and problem-solving abilities.
• Effective communication and teamwork skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset.
• Experience with project management and using AI tools to improve productivity is a plus.

Additional information

For positions requiring access to technical data, Analog Devices, Inc. may have to obtain export licensing approval from the U.S. Department of Commerce - Bureau of Industry and Security and/or the U.S. Department of State - Directorate of Defense Trade Controls. As such, applicants for this position – except US Citizens, US Permanent Residents, and protected individuals as defined by 8 U.S.C. 1324b(a)(3) – may have to go through an export licensing review process.

• Job Req Type: Experienced
• Required Travel: Yes, 10% of the time
• Shift Type: Normal Time (Philippines)