Analyst - IT Service Management

Essential Duties and Responsibilities:
- Perform day-to-day operational activities supporting Incident, Problem, and Change Management, and other established ITSM functions in accordance with documented processes and procedures.
- Assist with Change Advisory Board (CAB) activities, including meeting preparation, scheduling logistics, documentation, and follow-up tasks under the direction of ITSM leadership.
- Support senior ITSM staff in the development and enhancement of ITSM processes, including requirements gathering, documentation, reporting, training materials, and rollout activities.
- Collaborate with IT and business teams to help ensure ITSM processes align with supported business workflows, escalating gaps or issues as identified.
- Monitor assigned ITSM process metrics and reports using established tools; compile trend data and findings for review by ITSM leadership.
- Provide documentation and administrative support for Major Incident response and Problem Management investigations, including meeting notes and post-incident records.
- Prepare routine ITSM reports (monthly, quarterly, and ad hoc) to support leadership visibility into service performance.
- Assist with the coordination of ITSM training activities, ensuring training materials remain accurate and current for onboarding and system use.

Create and update ITSM documentation, such as user guides, process flows, policies, and training materials, following established standards.
- Support Continual Service Improvement (CSI) efforts by gathering data, documenting improvement opportunities, and assisting with communication and rollout activities.
- Participate in an on-call rotation, as required, to support deployments, changes, or major incidents during non-business hours.

Job-Specific Essential Duties and Responsibilities:
- Monitors and triages customer requests, email alerts, and system notifications while managing and auditing support tickets.

- Troubleshoots and resolves or escalates server, network, storage, security, cloud (AWS), hardware, and application issues.

- Supports large-scale enterprise IT environments, following established processes, procedures, and IT service management best practices.

- Produces performance and customer contact reports, contributes to knowledge management documentation, and trains end users on systems and software.

- Works effectively in fast-paced environments, managing multiple priorities while continuously expanding technical knowledge and skills.

- Preferred experience includes ServiceNow, ITIL-based support environments, and multi-tiered ticketing systems.

Minimum Requirements

- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

Job-Specific Minimum Requirements:

- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience...