Analyst I, Customer Experience Process (IT)

Job description

Posting Date 04/24/2026 2476 Swedesford RdSTE 150, Malvern, Pennsylvania, 19355-1456, United States of America Analyst I, Customer Experience Process (IT) General Purpose of the Job: An Analyst of Customer Experience Process has a foundational understanding of all processes governed by CX Process Management, with a strong focus on ITSM practices within the ServiceNow platform. The Analyst can explain processes and their value, is a champion of services provided by the team, and is an advocate for the customer experience. This particular position will focus on supporting the HRSD module of ServiceNow. The Analyst performs regular assignments such as data analysis, responding to/actioning customer feedback, supporting system updates, and identifying opportunities for improvement to internal processes and/or workflows using our support tools. The Analyst also assists with ongoing projects under the guidance and supervision of Process Management leadership or Senior Analyst. Essential Duties & Responsibilities: Completes operational oversight & governance work via Process audits across supported ITSM practices (Knowledge, Incident, Catalog/Request, Problem) Drives process improvement b...