IT Service Management Analyst II

Amerisure Insurance•Farmington Hills, MI

3d•Hybrid

About The Position

The IT Service Management (ITSM) Analyst II supports the day-to-day administration and continual improvement of the organization’s ITSM platform and Configuration Management Database. This role helps maintain consistent ITIL-aligned practices across Incident, Request, Problem, and Change Management, while supporting ITSM reporting, knowledge management, service catalog maintenance, and process documentation. The role works with IT teams and business stakeholders to improve service delivery, maintain accurate service management data, and support practical automation opportunities within established standards and guidance.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
3 years of experience in IT service management, IT operations, or a related technology support environment.
Familiarity with Incident, Request, Problem, and Change Management practices.
Experience using or supporting an ITSM platform such as Freshservice, ServiceNow, Jira Service Management, or a similar tool.
Ability to support ITSM platform configuration or administration activities, including forms, workflows, SLA rules, reports, and knowledge articles.
Understanding of CMDB, asset management, knowledge management, and service catalog concepts.
Experience creating or maintaining reports, dashboards, procedures, and process documentation.
Strong written and verbal communication skills, including the ability to document processes and communicate clearly with technical and non-technical stakeholders.
Strong organizational skills, including the ability to manage multiple priorities, follow through on assignments, and meet deadlines.
Strong analytical and problem-solving skills, with the ability to identify trends and recommend practical improvements.
Ability to support small to medium process improvement efforts, including documentation, coordination, testing, and follow-up.

Nice To Haves

ITIL 4 Foundation certification preferred.
Freshservice administration experience preferred.
Device42 or other CMDB/IT asset discovery tool experience preferred.
Foundational cloud certification or cloud support experience preferred.
Exposure to AI-enabled service management, workflow automation, or AIOps capabilities preferred.
Awareness of compliance and audit requirements relevant to change and configuration management preferred.

Responsibilities

Support configuration, maintenance, and improvement of the organization’s ITSM platform, including workflow updates, business rules, SLA policies, and standard reporting.
Support CMDB maintenance activities, including asset data updates, data validation, and basic relationship mapping in Device42 or a similar tool.
Support Change Management reviews and approvals by helping ensure changes are documented, assessed, communicated, and tracked according to established procedures.
Assist with Problem Management activities, including root cause documentation, trend analysis, and tracking corrective actions to reduce recurring incidents.
Monitor Incident and Request Management processes, track SLA/OLA performance, and help coordinate timely resolution and escalation.
Support ITIL-based ITSM practices by helping maintain process documentation, standards, and procedures across the service lifecycle.
Author, review, and maintain knowledge base (KB) articles for IT staff and end users as part of the knowledge management program.
Identify continual service improvement opportunities and recommend practical ways to reduce manual effort, improve data quality, and strengthen process consistency.
Create and maintain standard ITSM reports and dashboards, including SLA compliance, ticket volume and trends, backlog, and CMDB data quality metrics.
Work with IT and business stakeholders to document needs, communicate process updates, and support adoption of ITSM practices.
Assist with AI-enabled ITSM improvement efforts, such as ticket categorization, knowledge article drafting, incident summarization, and workflow recommendations, under guidance from Platform Engineering or senior team members.
Support IT Asset Management activities, including hardware and software asset tracking, basic reconciliation, and alignment with CMDB records.
Assist with Major Incident Management activities by capturing timelines, documenting updates, tracking action items, and supporting communications under the direction of the incident commander.
Maintain the ITSM Service Catalog by updating service offerings, request forms, and approval workflows based on approved changes.
Support ITSM vendor and license administration activities, including tracking licenses and escalating platform issues as needed.
Support defined ITSM performance targets, including SLA adherence, mean time to resolve, customer satisfaction, and ticket backlog, by tracking progress and preparing regular updates for leadership review.