ITSM Analyst

ITSM Analyst

Location: Pittsburgh, PA – Remote or Hybrid if local to Pittsburgh, PA Duration: 1 year possible extensions company has an immediate opening for an ITSM/ITOM Analyst. Ideal candidates must have a functional knowledge of ServiceNow Incident Management and CMDB modules. Experience leading small to medium size IT initiatives is also required.

Responsibilities:

• Aid in the development and rollout of ITSM/ITOM best practices.
• The role will primarily support two areas within Enterprise Operations team:
• Support of Service Operation Incident Management:
• Support the Incident Manager to manage incidents across Operation and minimize business disruption
• Coordinate across technical teams, vendors, and stakeholders and establish effective communication
• Conduct post-incident reviews and root cause analysis
• Identify patterns and propose improvements to reduce incident frequency
• Enhance automation and monitoring to bring more reliability
• Measure and improve customer satisfaction related to operational incidents
• Support of Service Transition Configuration Management:
• Assist in the development of processes and reporting to maintain accurate and up-to-date Configuration Management Database (CMDB)
• Build a project plan to establish and rollout end-to-end service mapping to visualize infrastructure dependencies
• Work with CMDB manager to develop the mapping and supporting processes; for rollout and ongoing maintenance
• Work with both the technical team and stakeholders to build a project plan for rollout of service mapping
• Work with the stakeholders to demo the service mapping feature and benefit
• Lead the implementation of service mapping incrementally across critical applications/platform
• Leverage CMDB and Service Maps to enhance incident management and improve Client security posture
• Develop reporting of the use and impact of Service Mapping within the organization

Qualifications:

• ITSM/ITOM knowledge - 5+ years
• Project coordination skills (small projects of multiple weeks to a month)
• Functional knowledge of ITSM Incident Management module and CMDB service mapping (be able to explain how it works)
• Experience performing post incident reviews and root cause analysis for service operation incident management