Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter, more profitable business decisions to improve operating margins.
Why join Coupa?
🔹 Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend.
🔹 Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence.
🔹 Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other.
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The Impact of a Sr. IT Service Management Analyst at Coupa:
The Sr. IT Service Management Analyst (ITSM) plays a crucial role in maintaining the operational stability, reliability, and efficiency of our organization. Effective ITSM ensures that IT services align with business needs, delivering consistent value to both internal and external stakeholders. As our company continues to grow and evolve, the importance of robust incident, change, and problem management processes becomes even more critical. By optimizing these processes, we minimize downtime, enhance service quality, and maintain customer trust and satisfaction, directly contributing to the company’s strategic goals.
Reporting to the Sr. Manager of ITSM, the Sr. IT Service Management Analyst is part of a team of globally distributed ITSM analysts. This team oversees and enhances ITSM practices to ensure seamless operation of IT services.
What You'll Do:
Change Management: Lead the regular change review board to evaluate and approve planned changes.
Incident Management: Lead the entire incident lifecycle, including detection, diagnosis, resolution, and closure. Ensure incidents are handled efficiently to restore normal service operations as quickly as possible.
Problem Management: Conduct thorough post-incident reviews and root cause analyses to identify underlying issues and implement corrective actions to prevent recurrence.
Coordination and Communication: Act as the main point of contact during major incidents. Facilitate effective communication and coordination between internal teams, external vendors, and stakeholders to expedite issue resolution.
Performance Measurement: Define and track key performance indicators (KPIs) to measure the effectiveness of change, incident and problem management initiatives.
Reporting and Documentation: Maintain comprehensive change, incident and problem management records and prepare detailed reports. Provide regular updates to management on change, incident and problem management trends, resolution, progress, and improvement initiatives.
Process Improvement: Develop, implement, and refine change, incident and problem management processes and procedures. Ensure continuous improvement in change and incident handling and response times.
Stakeholder Engagement: Collaborate with various business units to understand their needs and ensure that IT service management practices align with business objectives.
Strategy Development: Contribute to the development and implementation of comprehensive IT service management strategies and plans that maximize employee adoption and minimize resistance. Ensure alignment with business objectives and stakeholder expectations.
Communication Planning: Execute effective communication plans to ensure that all stakeholders are informed, engaged, and supportive of ITSM initiatives. Create clear, concise, and compelling messaging to facilitate understanding and acceptance.
Risk Management: Identify potential risks and resistance points related to ITSM initiatives. Develop mitigation strategies to address concerns and ensure smooth transitions.
Continuous Improvement: Stay up-to-date with industry best practices and emerging trends in IT service management. Continuously refine and enhance IT service management processes and methodologies to improve outcomes.
What You Will Bring to Coupa:
A minimum of 5-7 years of experience in IT service management, organizational development, or a related field.
Proven track record of successfully managing large-scale ITSM initiatives in complex environments.
IT Service Management Expertise: Deep understanding of IT service management principles, methodologies, and tools.
Familiarity with frameworks such as ITIL, ADKAR, Prosci, or similar is highly desirable.
Exceptional verbal and written communication skills. Ability to create clear, persuasive, and engaging communications tailored to diverse audiences.
Strong analytical and problem-solving abilities. Capability to assess the impact of changes to IT service management processes and develop data-driven strategies to address challenges.
Interpersonal Skills: Excellent relationship-building skills with the ability to work effectively with individuals at all levels of the organization.
Relevant certifications in change management or project management, such as ITIL, CCMP, PMP, Cloud certifications or similar, are highly desirable.
Flexibility to adapt to changing priorities and manage multiple projects simultaneously.
Ability to work in a fast-paced, dynamic environment and participate in an on-call rotation that includes weekends and holidays.
Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment. Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees.
Please be advised that inquiries or resumes from recruiters will not be accepted.
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