Analyst, IT Service Management (ITSM)

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The IT Service Management (ITSM) Analyst provides oversight for the Incident, Request, Change, and Problem Management functions, resulting in Continuous Improvement, Communications Management and Knowledge Management. This individual should have prior experience in each of these functions, having matured the processes at their previous organizations. He or She will report to the IT Service Management Manager.

The ITSM Analyst quickly builds a network of IT and Business Professionals within the company. This network will be critical to ensuring major incidents are addressed in a timely manner and root causes are identified for future prevention. This role is a change agent that should keep us on our toes, ensuring that we’re focused on the big picture issues.

Ultimately, the success of the ITSM Analyst will be defined by the reduction in negative end user impact, improving the end user experience, incre...