Kforce | ITSM Analyst 1 | Saint Louis, MO | United States | BigDataKB.com | 2022/10/29

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Job Location: Saint Louis, MO

RESPONSIBILITIES:
A Kforce client is seeking to hire a ITSM Analyst 1 in Saint Louis, Missouri (MO).

Summary:
An ITSM Analyst supports the development, maintenance, and monitoring of one or more ITSM Practice frameworks. This team member collaborates with and supports multiple IT teams in their adoption and effective utilization of ITSM frameworks, including all associated policies and standard operating procedures. You will also develop, maintain metrics, detailed reports, dashboards to support, and drive campus-wide adoption of frameworks, policies, and procedures.

Responsibilities include:

  • Leveraging ITIL4 and other best-practice frameworks, develops ITSM Practice artifacts including related policies and procedures
  • Develops organization-wide and unit-level Standard Operating Procedures (SOP) related to the implementation and operation of assigned ITSM Practice methodologies
  • ITSM Analyst 1 will research ITIL4 and other Service Management best practice frameworks
  • Collaboratively determines appropriate metrics to monitor and measure effective utilization and ongoing maturation of assigned ITSM practices and related processes
  • Effectively utilizes data from ServiceNow and other ITSM systems to develop and publish reports and dashboards
  • ITSM Analyst 1 will partner with organizational change management team to identify change impacts and design communications and training that drive adoption
  • Performs post-implementation reviews and validates the results against the specific practice frameworks and associated SOPs
  • Supports ITSM Leadership and Internal Audit in the formal audit of one or more ITSM Practices
  • Effectively utilizes data from ServiceNow and other ITSM systems to analyze and recommend process improvement opportunities

REQUIREMENTS:

  • Bachelor’s degree
  • ITILv3 or later certification
  • One or more of the following certifications: ISO20000, COBIT, Six Sigma, PMP, IAITAM, ITAMF
  • 3+ years of experience in supporting ITSM processes; Knowledge of ITIL/ITSM best practices
  • 3+ years of experience using ServiceNow or similar workflow automation platform
  • 3+ years of experience designing, developing, and implementing automated workflows for ServiceNow or other ITSM suite
  • 3+ years of experience using network discovery and/or third-party integrations to populate
  • Demonstrated technical knowledge of server, workstation, application, database, network, storage systems and associating system attributes with the ServiceNow Platform
  • Experience participating in the implementation of processes leveraging the ITSM framework
  • Experience developing and delivering metrics and reporting using tools such as ServiceNow, Tableau, Power BI, and SharePoint
  • Demonstrated technical and/or business expertise; Experience supporting IT service teams with effective utilization of ITSM tools and processes

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.




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