Project/Process Analyst- IT Service Management

Responsible for basic project management activities of low to medium complexity it project(s), or support more senior level project management staff for high complexity projects.

The Role:

Reporting to the Manager IT - IT Service Management, the successful candidate will have a working scope of multiple IT Service Management process disciplines coupled with one or more global process ownership accountabilities.

The IT Service Management function is a new MD function that will define and implement the IT Enterprise IT Service Management strategy, in conjunction with our strategic Managed Service provider, to deliver a single IT Service Management operating model. This will enable a global set of IT Service Management practices and processes aimed at improving IT Service reliability, reduction of business outages and gain efficiencies from a single way of working.

The IT Service Management scope of this role is multi-disciplined and will represent core IT Service Management processes within scope, that are executed by strategic IT SM Vendor.

Responsibilities include but not limited to:

• Thought leadership: contribution of IT Service Management subject matter expertise, to the evolution and improve the global IT Service Management practice and operating model.
• IT SM Technology (PDSM): Work in partnership with Enterprise Platform Product Owners to drive demand, planning and requirements to ensure that underpinning technology meets the needs of the global IT SM processes.
• Assigned Vendor oversight: take responsibility ensuring multiple ITSM Vendor process outcomes, meet the needs of business partners and the Global Service Management practice.
• Process Management: In conjunction with our IT SM Vendor, work to implement communication, training, and reinforcement plans to ensure the IT SM processes are understood, adopted and measured.
• Advocacy: Work to gain cooperation and compliance from all IT stakeholders whose functional groups are involved in all IT SM processes representing the global IT SM scope and practice
• Compliance: Ensure all ITSM processes represented and executed by vendor fully meet all FedEx compliance policies, processes and standards.

Experience:

• Excellent working knowledge of IT service management processes
• Process Definition work (design, documentation, and stewardship)
• Process management (measurement and governance)
• Systems thinking linked to IT Service Management
• SME understanding of the IT Service Management Best Practice (ITIL)
• Excellent reporting, communication and presentation skills.
• Experience owning and running QDM projects
• Business acumen and ability to translate business needs into IT Service Management solutions.
• Exceptional communicator, a sound influencer with the ability to communicate at all levels
• The ability to work on your own initiative
• Balancing high standards and pragmatism to get a job done, whatever it takes
• Strong time management and efficiency skills, organized and delivery focused, good planning skills, and process driven

Skills considered a plus:

• ITIL certification
• Data Analytics
• Artificial Intelligence
• ServiceNow
• Data Stewardship

Domicile Information: This position can be domiciled anywhere in the United States. The ability to work remotely within the United States may be available based on business needs. Travel may be required.

Minimum Education

Bachelor's Degree/equivalent in computer science, engineering, information systems, or business administration and/or equivalent formal training.

Minimum Experience

Two (2) years equivalent work experience in information technology or business environment.

Knowledge, Skills, and Abilities

Strong communication skills.

Knowledge of project management tools.

Preferred Qualifications:

Pay Transparency: This compensation range is provided as a reasonable estimate of the current starting salary range for this role across all potential locations. If this opportunity includes multiple job levels, the range is a reasonable estimate of the current starting salary for the lowest level to the current starting salary of the highest level. Actual starting pay would be determined by experience relative to the job, market level, pay at the location for this job and other job-related factors permitted by law. An employee may be eligible for additional pay, premiums, or bonus potential. The Company offers eligible employees health, vision and dental insurance, retirement, and tuition reimbursement.

Pay: U.S. Pay Range: $4,881.62/month - $8,461.48/month

Additional Details: Application Criteria: Upload current copy of Resume (Microsoft Word or PDF format only) and answer job screening questionnaire by 7/27/2025.

Federal Express Corporation is an Equal Opportunity Employer including, Vets/Disability.

Reasonable accommodations are available for qualified individuals with disabilities throughout the application process. Applicants who require reasonable accommodations in the application or hiring process should contact recruitmentsupport@fedex.com.

Applicants have rights under Federal Employment Laws:

• Know Your Rights
• Pay Transparency
• Family and Medical Leave Act (FMLA)
• Employee Polygraph Protection Act

E-Verify Program Participant: Federal Express Corporation participates in the Department of Homeland Security U.S. Citizenship and Immigration Services' E-Verify program (For U.S. applicants and employees only). Please click below to learn more about the E-Verify program:

• E-Verify Notice (bilingual)
• Right to Work Notice (English) / (Spanish)

Pay Transparency:

The compensation listed reflects the pay range or rate of pay reasonably expected for this posted position at the posted location or locations. If this opportunity includes multiple job levels, the pay information represents the minimum and maximum range for all levels in that job family. Actual pay is determined by several job-related factors permitted by law and relevant to the position, including, but not limited to, experience relative to the job, tenure, market level, pay at the location for this job, performance, schedule, and work assignment.