Senior ITSM Analyst (Helix/Remedy)

Tetrad Digital Integrity (TDI) is a leading-edge cybersecurity firm with a mission to safeguard and protect our customers from increasing threats and vulnerabilities in this digital age. This position will support the Federal government on the Civilian side.

TDI has a new job opportunity for a Senior ITSM Analyst to drive the implementation of Knowledge-Based Resolution (KBR) and lead Smart IT workflow modernization efforts. Provide technical initiative, working across service management, platform engineering, and operations teams to deliver scalable knowledge and workflow solutions within the Helix ecosystem. Additionally, a hands-on Helix/Remedy specialist who can independently design solutions, guide implementation, and support change enablement to improve service desk efficiency and knowledge adoption.

RESPONSIBILITIES:

• Serve as the technical analyst for the implementation of Knowledge-Based Resolution (KBR) within Helix ITSM.
• Provide end-to-end technical ownership of Smart IT workflow modernization, including design, configuration, testing, and deployment.
• Help implement knowledge management solutions that integrate seamlessly with incident and service request workflows.
• Guide platform configuration and enhancements across Smart IT, knowledge management, and ITSM modules.
• Collaborate with service desk leadership and engineering teams to optimize incident, problem, and request management processes.
• Define and document technical architecture, implementation plans, and best practices for knowledge-driven service management.
• Guide technical discussions with stakeholders and translate operational requirements into Helix platform solutions.
• Support change enablement planning, including adoption strategies, training considerations, and rollout planning.
• Establish metrics and reporting to measure knowledge usage, incident resolution improvements, and workflow efficiency.

QUALIFICATIONS:

• Bachelor’s degree in related field of study and 8 years’ experience in an IT service position or additional work experience in lieu of education.
• 5 years of experience with Helix ITSM / Remedy ITSM, including Smart IT configuration and administration.
• Proven experience implementing Helix-based service management solutions.
• Hands-on experience implementing Knowledge-Based Resolution (KBR) or enterprise knowledge management solutions.
• Good understanding of Smart IT workflows, ITSM modules, and Helix platform architecture.
• Experience designing or configuring incident, problem, change, and service request workflows.
• Strong understanding of ITIL service management practices.
• Experience collaborating across platform teams, service desk operations, and engineering teams.
• Analytical and communication skills to support technical leadership and stakeholder engagement.

PREFERRED QUALIFICATIONS:

• Experience with Helix Knowledge Management, Digital Workplace, or Innovation Studio.
• Experience implementing AI-assisted knowledge recommendations or automated knowledge surfacing.
• Experience supporting ITSM modernization or platform transformation initiatives.
• Experience with Helix APIs, integrations, or workflow automation.
• Familiarity with organizational change management and adoption strategies.
• ITIL Foundation or higher certification.
• Experience supporting large enterprise or federal IT operations environments.

PAY RANGE:
The anticipated salary range for this position is $100,000 - $115,000. This range is a good-faith estimate and not a guarantee of compensation. Final compensation will be based on factors including experience, education, skills, geographic location, internal equity, market data and applicable contract requirements, and may fall outside the posted range.

TDI does business with the federal government, which restricts employment to individuals who are either US citizens or lawful permanent residents of the United States.

“TDI is an Equal Opportunity Employer. Employment decisions are made based on individual qualifications, merit, and business needs. We do not discriminate in employment opportunities or practices based on race, color, religion, sex, or national origin, in accordance with applicable federal laws.”