Sr Analyst - ITSM

Description & Requirements

The Enterprise IT Service Management (ITSM) Analyst/Senior Analyst is responsible for the maintenance and daily activities as well as the Continual Service Improvement (CSI) of existing IT Service Management functions. This position owns and drives Major Incident bridges and Problem investigations to minimize critical service interruptions for the organization. Maintain and support Knowledge Management repository and monitor ageing tickets and service levels. This functional position also collaborates with various teams to process change requests, coordinate Change Advisory Board (CAB) approvals, schedule changes, and manage the overall end-to-end Change Management lifecycle. The IT Service Management Analyst will report to the Manager of IT Response Management and interact heavily with other contexture teams. In some instances, this role will help guide other sections within the organization to implement and manage ITSM processes and ensure ITIL best practices are followed.

Essential Duties and Responsibilities

- Perform operational activities for Incident, Problem, Change Management and other existing IT Service Management functions.
- Schedules, plans, facilitates, and documents all Change Advisory Board (CAB) meetings.
- Assists in the development of all aspects of new IT Service Management functions, including and not limited to functional requirements gathering, documentation, system/tool design, measure and reporting, audit plan, training, and organizational roll out.
- Collaborate with all applicable teams to ensure alignment between ITSM processes and the business workflows that they support.
- Monitors the efficacy of established ITSM processes using trend analysis, adherence tracking, and automated reporting. Reports findings to Manager of ITSM & Business Applications for feedback/action.
- Assists with documentation and administrative support for Major Incident response and Problem Management investigations.
- Compiles ITSM reports on a monthly and quarterly, and as needed basis for leadership.
- Works with applicable teams to coordinate training on established ITSM pillars and is responsible for ensuring all training documentation is accurate and up to date. This includes but is not limited to employee onboarding, annual training and system training.
- Creates and updates ITSM process documentation, including and not limited to user guides, policy documents, process flows, and training materials.
- Using available data, works to propose, implement, communicate, and organize roll out of Continual Service Improvements of established IT Service Management functions.

Minimum Requirements:
Bachelor's Degree or equivalent experience and 5+ Years

Job-Specific Essential Duties and Responsibilities:

- Perform operational activities for Incident, Problem, Change Management and other existing IT Service Management functions.

- Schedules, plans, facilitates, and documents all Change Advisory Board (CAB) meetings.

- Assists in the development of all aspects of new IT Service Management functions, including and not limited to functional requirements gathering, documentation, system/tool design, measure and reporting, audit plan, training, and organizational roll out.

- Collaborate with all applicable teams to ensure alignment between ITSM processes and the business workflows that they support.

- Monitors the efficacy of established ITSM processes using trend analysis, adherence tracking, and automated reporting. Reports findings to Manager of ITSM & Business Applications for feedback/action

- Assists with documentation and administrative support for Major Incident response and Problem Management investigations.

- Compiles ITSM reports on a monthly and quarterly, and as needed basis for leadership.

- Works with applicable teams to coordinate training on established ITSM pillars and is responsible for ensuring all training documentation is accurate and up to date. This includes but is not limited to employee onboarding, annual training and system training.

- Creates and updates ITSM process documentation, including and not limited to user guides, policy documents, process flows, and training materials.

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EEO Statement


Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at [email protected] .

Minimum Salary


$

85,440.00

Maximum Salary


$

128,160.00