Job Description

IT Service Management (ITSM) Analyst

JOB SUMMARY

Position acts as system administrator, configuration analyst and SME for the ITSM Management Tool. This position supports the development, maintenance and improvement of core ITSM processes, as well as in the development, analysis and reporting of Key Performance Indicators (KPI’s) and metrics. This role will interact closely with the ITSM Product Owner to understand customer and stakeholder requirements for key activities, to ensure alignment with ITSM initiatives, and drive continuous process improvement.

ESSENTIAL DUTIES

• Assists in the review, design, and improvement of ITSM processes and procedures for the effective management and adherence of ITSM process areas. Current ITSM areas supported include:
• Access Management
• Incident Management
• Change Management
• Problem Management
• Request Fulfillment
• Release and Deployment Management
• Knowledge Management
• Service Asset and Configuration Management
• Service Catalog Management
• Service Level Management
• Event Management
• Service Portfolio Management
• Transition Planning

• Responsible for identifying problems, researching solutions, reconfiguring or recoding system to improve system functionality.
• Analyzes IT business and technical problems, designing, coding, testing, maintaining, supporting, documenting and installing ITSM solution.
• Trains IT personnel to ITSM processes and tools
• Prepares and presents ITSM topics at team and department level meetings
• Communicates process standards to ensure understanding and consistency
• Works closely with Product Owner to understand business stakeholder environment and collect requirements
• Operates and provides day-to-day administration of the ITSM tool, following defined ITSM processes
• Focuses on KPI measurement, providing a means for gathering and reporting on data
• Assists in the development and implementation of improvements to the processes and the tools that support them
• Facilitates meetings including weekly Change Advisory Board meetings, Monthly Operations Reviews, Problem investigation reviews and other ITSM focused meetings as required
• Audits Change Requests, Service Requests, Incidents and other ITSM tool generated tickets to ensure compliancy and accuracy
• Maintains a Service Catalog representing business services
• Maintains the Definitive Media Library (DML) in accordance with ITSM processes
• Generates periodic and Ad-Hoc reports from IT Service Management tool regarding status of ITSM performance indicators

MINIMUM QUALIFICATION REQUIREMENTS

Education

Bachelor’s degree in Computer Science or Computer Information Systems, or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.

Experience

Minimum 3 years experience

• Working knowledge of ServiceNow
• Requires knowledge utilizing and configuring ServiceNow to provide customer solutions
• Experience in Information Technology using ITSM or ITIL best practices
• Preferred foundational knowledge of agile methodology
• Preferred experience includes working knowledge of JavaScript, HTML, and CSS

Skills

• Working knowledge of IT Service Management Processes, various reporting tools, incident/problem and call tracking systems, tools and methodologies
• Demonstrated ability to generate meaningful analysis of Service Management data, asset tracking, CMDB, incident and problem, etc.
• Requires ability to facilitate meetings
• Knowledge and use of relevant PC software applications, including Microsoft Office and Microsoft Visio, and skills to use them effectively
• Demonstrated ability to communicate effectively both verbally and in writing
• Customer Service oriented and possesses interpersonal skills
• Detail-oriented and possesses organizing and priority setting skills
• Demonstrated ability to solve problems and manage conflict with effective solutions
• Is action-oriented and is able to drive for results
• Leverage AI-driven tools and integrations within the ServiceNow platform to enhance automation, predictive analytics, and decision-making processes.
• Collaborate with cross-functional teams to implement AI-powered solutions, such as virtual agents, machine learning models, and intelligent workflows, within the ServiceNow ecosystem.
• Maintain and optimize AI-based features in ServiceNow, including predictive intelligence, performance analytics, and natural language processing (NLP) capabilities.
• Design and configure AI-driven workflows to improve operational efficiency and user experience across ITSM, ITOM, and other ServiceNow modules.
• Monitor and troubleshoot AI functionalities within ServiceNow, ensuring seamless integration and alignment with business objectives.
• Stay updated on emerging AI technologies and recommend innovative enhancements to the ServiceNow platform to meet evolving organizational needs."

-Or-

An equivalent competency level acquired through a variation of these qualifications may be considered.

Certificates, Licenses, Registrations

• ITIL Foundations certification or other relevant foundational level certification in ITSM frameworks

PHYSICAL REQUIREMENTS

Typical Office Environment requirements include: reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds.

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

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