ITIL Certified ITSM Analyst

Job Summary

Driving the design, implementation, and optimization of IT service management processes, the full-time ITIL Certified ITSM Analyst will enhance efficiency, reduce costs, and improve customer experience while managing incident reviews, knowledge articles, and the configuration management database in a fully remote environment.

Key responsibilities

• Examine existing IT service management processes to identify areas for improvement and implement best practices
• Assist with incident reviews, problem evaluations, and manage the change advisory board (CAB) and service request management
• Ensure compliance with departmental policies and standards while optimizing IT service management procedures

Required qualifications

• Bachelor's degree or equivalent experience in computer science, business, or a related field
• 5+ years of experience in information technology or IT Service Management/Customer Experience
• ITIL Certification
• Advanced knowledge of ITIL best practices and their application
• Expertise in facilitation, consulting, and relationship building with the ability to influence and provide strategic insights