Analyst Service Management ITSMITIL

JOB SUMMARY/PURPOSE

The Service Management Analyst enables the operation and continuous improvement of IT Service Management (ITSM) processes aligned with IT Infrastructure Library (ITIL) best practices that impact enterprise service delivery. This on-site role applies professional judgment and analytical skills while working closely with IT teams, business stakeholders, and operational staff to ensure reliable, efficient, and well-documented IT services that support critical utility operations.

ITSM Process Support

• Analyze and support ITIL processes including Incident, Request, Change, Problem, and Knowledge Management.
• Exercises independent judgment to interpret, modify, and recommend ITSM policies and procedures.
• Participate in process reviews and continuous improvement initiatives, providing recommendations based on analysis and observed trends.

On‑Site Service Operations Support

• Provide on‑site support for IT service operations and ticket lifecycle management.
• Coordinate directly with IT staff, vendors, and business users to resolve complex service issues.
• Analyze major incident documentation, contribute to root cause analysis, and follow‑up actions.

ITSM Tool & Data Support

• Models systems analysis, configuration, and optimization of the ITSM platform, translating business requirements into technical solutions.
• Assist with forms, reports, workflows, user access, reporting, and data quality to support operational and compliance objectives.
• Maintain service catalogs, knowledge articles, and ticket quality & accuracy ensuring alignment with ITSM standards.

Reporting & Documentation

• Defines ITSM performance metrics and interprets trends to drive strategic recommendations and management decisions.
• Track SLAs and service performance metrics and identify potential risks or improvement opportunities.
• Maintain clear and accurate process documentation and work instructions.
• Develop accurate documentation and audit readiness for regulated utility operations.
• Ensure IT service records support compliance, traceability, and operational reliability.

ITSM Governance & Policy

• Maintains and enforces ITSM policies, standards, and controls across the organization.
• Determines process compliance requirements and remediation actions.
• Serves as the authoritative ITSM process owner for assigned domains.

Collaboration & Learning

• Work closely with on‑site IT teams and stakeholders to support service delivery, acting as a knowledgeable ITSM resource.
• Participate in training, shadowing, and ITIL learning opportunities.
• Adopt ITSM best practices across the organization through guidance and collaboration.

Minimum education required of the position

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field or equivalent combination of education and relevant experience.

Minimum experience required of the position

• 0–2 years of experience in IT operations, service management, or related technical functions, with exposure to ITSM processes, documentation, and enterprise IT environments.

Minimum knowledge, skills and abilities preferred of the position

• Understanding of IT concepts (applications, infrastructure, networking).
• Strong attention to detail and organizational skills.
• Ability to clearly document and evaluate processes and procedures.
• Strong written and verbal communication skills.
• Preferred
  :
  • Familiarity with ITIL concepts or ITSM tools (Service Now preferred).
  • ITIL Foundation certification or willingness to obtain within the first year.
  • Experience in enterprise or regulated environments (utilities a plus).

Any certificates, licenses, etc. required for the position

• None

• Able to operate a personal computer, either desktop or laptop.
• Able to sit for extended periods of time.
• Able to operate a copy machine, fax machine, calculator, telephone and other miscellaneous office equipment.
• Able to exert up to 10 Lbs. of force occasionally, and /or a minimal amount of force frequently to lift, carry, push or otherwise move objects.

The Physical Demands described here are representative of those that must be met by an employee to…