IT Service Management Analyst

ITSM Analyst

Job Summary
We are seeking an experienced ITSM Analyst to support the migration from ConnectWise to Halo ITSM and to own ongoing ITSM process improvement and platform optimization. This role will be hands-on across planning, configuration, testing, go-live, and post-migration support, ensuring alignment with ITIL best practices.

Key Responsibilities

• Support the migration from ConnectWise to Halo ITSM, including data mapping, workflows, configuration, and validation
• Configure and manage Incident, Request, Problem, Change, and Asset Management modules
• Support testing, UAT, issue resolution, and go-live readiness
• Own and continuously improve ITSM processes and workflows
• Monitor SLAs, KPIs, dashboards, and system performance
• Identify automation and efficiency improvement opportunities
• Partner with IT, Service Desk, and business teams to gather requirements
• Provide training, user supp...