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ITIL Process Analyst II

Date: Mar 4, 2023

Location: Exton, PA, US, 19341

Company: Bentley Systems



ITIL Process Analyst II



Location: Hybrid - Exton, PA



Position Summary:


Bentley Systems is seeking an ITIL Systems Process Analyst to become a valued member of our successful team. The ideal candidate will work directly with our clients and our team of seasoned ITSM professionals with a desire to learn and grow in a dynamic, mentored environment as an ITSM/ITIL professional.


This role is responsible for reviewing IT processes in accordance with best practices. The ITIL Systems Process Analyst is a practitioner in the area, focused on IT Service Management functions, including but not limited to Incident Management, Change Management, and Problem Management. Provides guidance and oversees management of key IT Infrastructure Library (ITIL) processes in partnership with process owners. Ensures that ITIL processes are defined, understood, adhered to and improved ongoing. Assists with implementation of continual service improvement items across all IT operational processes.




  • Responsible for Change Management governance, including monitoring and reporting on change requests and providing status updates on implementation of change items.
  • Responsible for Problem Management root cause analysis documentation and reporting. Analyze problem data to identify key points of failure and partner with problem stakeholders to identify solutions to prevent problems from reoccurring.
  • Responsible for driving and identifying Service Management process opportunities, process mapping and related documentation, communication of new processes to applicable stakeholders and identification of appropriate automation and process technology to support further process improvement within the environment
  • Analyze Service Management data and metrics to identify trends and potential areas for further investigation.
  • Participate in the development of appropriate actionable plans, including the definition of a new and/or improvement of existing processes. This will include detailed tactical steps to drive the changes desired with clearly defined success criteria.
  • Audits Change Requests, Service Requests, Incidents and other ITSM tool generated tickets to ensure compliance and accuracy to ITSM processes.
  • Trains IT personnel on ITSM processes and tools.
  • Perform other job-related duties as assigned.


Required Knowledge, Skills, Abilities, and Experience:


  • Bachelor’s degree in Technology or Business.
  • 5 years of experience in the design, adoption, and governance of ITSM processes utilizing ITIL framework, information Technology, fit-gap analysis, creating/defining road map strategy.
  • ServiceNow experience working with Incident, Service, Change and Problem tickets.
  • ServiceNow experience working within Knowledge Base, Known Error Database, Dashboards and Metrics Reporting
  • SharePoint Experience
  • ITIL Practitioner Certification and ITIL Foundations Certification required.
  • Strong communication skills and ability to communicate effectively (written and verbal) will all levels of staff and management and can translate technical information to a non-technical audience.
  • Demonstrated understanding and ability to explain Data and Business Analyst tools and techniques.
  • Attention to detail and ability to work across functions.
  • Sound business judgment and problem-solving skills.
  • Ability to prioritize work within time constraints.
  • Strong organizational and follow-up skills.
  • Ability to work in a fast paced, dynamic environment.
  • Strong relationship-building and customer service skills.
  • Project management experience preferred.
  • Business analysis experience preferred.
  • Requires sitting or standing at will while performing work on a computer (or any other physical requirements). The role requires communication with managers, peers and other colleagues of the company in person, and by utilizing Microsoft Teams chat, calling and meeting functions.
  • This role does not require travel.





About Bentley Systems

Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world's infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Our offerings include MicroStation-based applications for modeling and simulation, ProjectWise for project delivery, AssetWise for asset and network performance, Seequent's leading geoprofessional software portfolio, and the iTwin platform for infrastructure digital twins. Bentley Systems employs more than 4,500 colleagues and generates annual revenues of approximately $1 billion in 186 countries.


Equal Opportunity Employer

Bentley is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, sex, sexual orientation, gender identity, disability, protected veteran status, religion, national origin, age, or any other protected characteristic.  This commitment extends to all aspects of employment, including, but not limited to, hiring, placement, promotion, compensation, and training. EEO is the Law and EEO is the Law Supplement documents provide additional information about your rights as an applicant under the law.


Bentley Policy on EEO, Affirmative Action and Pay Transparency Non-Discrimination

Bentley participates in e-Verify / Bentley participa en e-Verify / Right to Work Notice


Request an Accommodation

As an Equal Opportunity Employer, Bentley is committed to providing reasonable accommodations to applicants with disabilities. We encourage you to request a reasonable accommodation if you are not able to fully use or access our online application system.   You can make an accommodation request by calling 610-458-5000 or sending us an email at




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