ITSM Analyst

Charlotte, NC 28217

Posted: 09/12/2019 Industry: Information Technology Job Number: 4730905 Pay Rate: DOE

Data Based Development Systems is hiring an ITSM Analyst

Our client in Charlotte, NC is looking for an ITSM Analyst with a working knowledge of ServiceNow. The IT Service Management (ITSM) Analyst will be responsible for supporting an ITIL-based global ITSM process framework. The ITSM Analyst will assist with enforcing, monitoring, measuring, and continually improving the Request Management Process.  The ITSM Analyst will work directly with ITSM Process Owners and other Analysts to support the day-to-day execution of the Request Management process, request catalog maintenance activities, and associated process responsibilities and improvement initiatives.  The ITSM Analyst should have a strong understanding of Service Management best practices in order to apply the principles to continual improvement initiatives.

Responsibilities include:
  • Assist ITIL process owners with day-to-day process functions including measurement, reporting, analysis, auditing, training, etc.
  • Adhere to and promote defined ITSM processes, procedures, and best practices
  • Provide support to users as needed to ensure proper process and/or service execution
  • Investigate performance deviations to drive adherence with defined ITSM policies and procedures with guidance from ITSM process owners and senior analysts
  • Audit Service Requests to ensure compliance and accuracy to ITSM processes
  • Train IT personnel on ITSM processes and tools as needed
  • Utilize ServiceNow reports and dashboards to track key process metrics and identify improvement opportunities
  • Oversee & help enforce processes for handling tickets escalations and status requests
  • Support efforts to migrate request types from legacy systems into ServiceNow request catalog
  • Support the establishment and execution of a standard and repeatable catalog maintenance procedure
  • Support the routine review and approval of non-standard requests
  • Support activities associated with driving reduction in aging / backlogged service Requests
  • Decompose high-level information into granular details and general understanding in documentation, presentations and training materials
  • Build trusting, collaborative relationships and partnerships with internal and external stakeholders and support teams
  • Help facilitate cross team communication & collaboration
  • Assist with meeting preparation, facilitation, and action tracking
  • Assist with development, tracking, and execution of targeted Service Improvement Plans and other ITSM projects and initiatives as assigned
  • ITIL v3 or ITIL 4 Foundation certification
  • Experience in an IT Service Management process coordinator or similar support role, especially with Request Management
  • Experience working with ServiceNow ITSM platform, especially with the Request Management and Service Catalog modules
  • Strong proficiency with Microsoft Office Suite, especially Excel and PowerPoint
  • Excellent written and verbal communication skills
  • Customer service oriented
  • Energetic and have an excellent work ethic
  • Desire and ability to quickly learn and apply new concepts
  • Desired Skills Include:
  • Lean IT, Six Sigma, PMP, or similar industry certifications
  • Experience with developing reporting for ITSM process CSFs, KPIs, and operational metrics
  • Experience with meeting facilitation and action item tracking
  • Experience with Visio process mapping
  • Experience with data analysis
  • Familiarity with project management best practices
  • Familiarity with Agile and DevOps principles


Please send compensation expectations/requirements and a MS Word or PDF version of your resume. No relocation/expense money provided. Candidates must be able to pass a background check, type 40 WPM, and must be able to work at a computer in a seated or stationary position for an hour at a time. US citizens and those authorized to work in the US are encouraged to apply. However, we are unable to sponsor H1B or utilize 3rd party candidates at this time.

Data Based Development Systems is a continually growing and successful IT consulting firm in Glastonbury, CT that has been servicing Fortune 100 businesses for over 30 years.  Our clients offer an attractive work environment and the opportunity to work with state of the art technology. We offer competitive compensation and the opportunity to work with the latest technologies.


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