IT Process & Automation Analyst

Job Requirements Our purpose is to help a billion people find the right work! Phenom is an AI-Powered talent experience platform that is redefining the HR tech space. We have grown into a global organization with offices in 6 countries and over 1,600 employees. As an HR tech unicorn organization, innovation and creativity is within our DNA. Come help us make every talent moment Phenomenal!

Phenom is seeking an IT Process & Automation Analyst to improve how services and requests move across our global organization. You will partner closely with our Global teams including Security, HR, Finance / Procurement, Business Operations, to simplify processes, build automations, and improve service delivery.

This role requires someone who can bring teams together, understand how work moves between regions, and turn agreed processes into workflows people use. You will support Jira Service Management and partner with the Phenom Astra team on employee-facing services and AI-assisted improvements.

Key Responsibilities

• Global Workflow Optimization: Work with IT teams in India and the United States to map current processes, identify gaps, and establish consistent global workflows and handoffs.
• Cross-Functional Alignment: Facilitate discussions across IT, Security, HR, Finance, and Procurement to clarify requirements, process ownership, approvals, and escalation paths.
• Stakeholder Influence: Drive cross-functional decisions and workflow adoption without direct authority over participating teams.
• Platform Configuration: Configure, test, document, and improve requests, routing, approvals, and automations in Jira Service Management and other approved tools.
• Astra & Self-Service Enablement: Partner with the Astra team on requirements, testing, and rollout for onboarding, access provisioning, application requests, self-service, and related workflows.
• ITSM Framework Application: Apply ITIL principles to improve incident management, problem management, change enablement, and continual improvement.
• Service Governance Support: Support IT service owners with process reviews, recurring-issue analysis, action tracking, and change reporting.
• AI & Automation Integration: Identify practical opportunities for AI-assisted workflows, with appropriate human review, security controls, and approvals.
• Metrics & Analytics: Prepare dashboards and monthly business reviews covering service performance, workflow adoption, risks, decisions, and improvement progress.
• Enablement & Training: Create documentation and training materials that support consistent execution across regions.

Qualifications

• Experience: 2–4 years of experience in IT operations, IT service management, business analysis, process improvement, or workflow automation.
• Stakeholder Delivery: Experience delivering process or system improvements with stakeholders across multiple teams.
• Distributed Collaboration: Experience collaborating with global teams, or comparable distributed teams, including clear communication and reliable handoffs across time zones.
• ITSM Knowledge: Working understanding of ITIL service management principles. Strong ITIL 4 experience with knowledge of ITIL guidelines is also welcome.
• Technical Platform Skills: Hands-on experience configuring workflows or automations in Jira Service Management or a comparable platform.
• Facilitation & Problem Solving: Ability to facilitate discussions, resolve unclear ownership, and use data to measure improvements.

Preferred Qualifications

• ITIL certification.
• Experience with Jira Assets, APIs, scripting, or low-code automation tools.
• Experience with AI assistants or AI-assisted business workflows.
• Experience with employee onboarding, identity and access requests, software procurement, or asset management.

Please note: This role requires five (5) days per week in-office. Candidates must reside within fifty (50) miles of Horsham, PA (or willing to relocate). At this time, Phenom does not sponsor, transfer, or extend employment-based visas for this position, including H-1B, TN, or F-1 OPT.

Salary

• Expected salary range $75,000-85,000

What Success Looks Like In the first year, you will have improved priority workflows in Jira Service Management and Phenom Astra, established clear ownership and handoffs between the India and US teams, and reduced manual work. Global IT will have more consistent service practices and better visibility into self-service adoption, automation, and service performance.