Description

POSITION SUMMARY:

The Associate Service Management (ITSM) Analyst plays a key role in supporting the delivery of high-quality IT services within the organization. This position is responsible for assisting in the monitoring, documentation, and improvement of IT service processes, ensuring alignment with business needs and industry best practices.

The analyst will work closely with IT teams to track incidents, manage service requests, and contribute to problem resolution efforts. They will help maintain service management tools, generate performance reports, and support continuous improvement initiatives. This role is ideal for candidates with a foundational understanding of IT systems and a strong interest in service delivery, customer support, and process optimization.

ACCOUNTABILITIES:

Analysis, Documentation, & Coordination:

• Assist in analyzing service performance metrics and preparing reports.
• Help document IT processes, workflows, and service standards.
• Collaborate with cross-functional teams to improve service delivery.
• Provide first-level support and escalate issues as needed.
• Coordinate IT Asset Management activities.
• Coordinate Role Based Access upkeep.
• Maintaining foundation data in Service Management tool
• Assist Senior Analyst in day-to-day operations.
• Project requirement gathering and delivery coordination.

REQUIRED QUALIFICATIONS:

Knowledge of:

• Knowledge of service management methodologies such as ITIL concepts (ITIL certifications a plus)
• Strong critical thinking abilities
• Demonstrated initiatives; acts as a model of action orientation to others by consistently identifying opportunities for improvement and driving for results.
• Familiarity of the ITIL Framework

Ability to:

• Ability to gather and compile data and prepare reports. This includes MS Office skills (especially word, excel and Visio)
• Ability to document and educate users on processes and procedures.
• Communicate clearly at all levels of the organization.

Education and/or Experience:

• Bachelor's degree in computer science, Management Information Systems, or related field. Equivalent related experience and/or education may be substituted for degree requirement.
• 0-2 years of experience with IT systems and/or experiences in service delivery, customer support, and process optimization

PREFERRED QUALIFICATIONS: (Additional qualifications that may make a person even more effective in the role, but are not required for consideration)

• Jira and confluence experience
• Service Management process know-how.

POSITION SUMMARY:

The Associate Service Management (ITSM) Analyst plays a key role in supporting the delivery of high-quality IT services within the organization. This position is responsible for assisting in the monitoring, documentation, and improvement of IT service processes, ensuring alignment with business needs and industry best practices.

The analyst will work closely with IT teams to track incidents, manage service requests, and contribute to problem resolution efforts. They will help maintain service management tools, generate performance reports, and support continuous improvement initiatives. This role is ideal for candidates with a foundational understanding of IT systems and a strong interest in service delivery, customer support, and process optimization.

ACCOUNTABILITIES:

Analysis, Documentation, & Coordination:

• Assist in analyzing service performance metrics and preparing reports.
• Help document IT processes, workflows, and service standards.
• Collaborate with cross-functional teams to improve service delivery.
• Provide first-level support and escalate issues as needed.
• Coordinate IT Asset Management activities.
• Coordinate Role Based Access upkeep.
• Maintaining foundation data in Service Management tool
• Assist Senior Analyst in day-to-day operations.
• Project requirement gathering and delivery coordination.

REQUIRED QUALIFICATIONS:

Knowledge of:

• Knowledge of service management methodologies such as ITIL concepts (ITIL certifications a plus)
• Strong critical thinking abilities
• Demonstrated initiatives; acts as a model of action orientation to others by consistently identifying opportunities for improvement and driving for results.
• Familiarity of the ITIL Framework

Ability to:

• Ability to gather and compile data and prepare reports. This includes MS Office skills (especially word, excel and Visio)
• Ability to document and educate users on processes and procedures.
• Communicate clearly at all levels of the organization.

Education and/or Experience:

• Bachelor's degree in computer science, Management Information Systems, or related field. Equivalent related experience and/or education may be substituted for degree requirement.
• 0-2 years of experience with IT systems and/or experiences in service delivery, customer support, and process optimization

PREFERRED QUALIFICATIONS: (Additional qualifications that may make a person even more effective in the role, but are not required for consideration)

• Jira and confluence experience
• Service Management process know-how.