IT Service Management Analyst(Local to SC)

State of SC • Columbia, SC

6d • Onsite

About The Position

This role focuses on IT Service Management, involving the management of various operational aspects such as queues, cases, tickets, workflow tools, intake processes, software fulfillment, procurement, and contract administration. The analyst will be responsible for interpreting and applying documented criteria, procedures, policies, and process guidance. Additionally, they will be involved in documenting and maintaining process steps, training materials, knowledge articles, FAQs, status records, and customer guidance. Experience with procurement, contracts, software distribution, software licensing, service management, compliance, or administrative review workflows is essential. Proficiency in Microsoft Office, email/calendar tools, and workflow/ticketing/service management systems is required.

Requirements

• 2+ years of experience managing queues, cases, tickets, workflow tools, intake processes, software fulfillment, procurement, contract, or administrative service operations.
• 2+ years of experience interpreting documented criteria, procedures, policies, and process guidance and apply them consistently.
• 2+ years of experience documenting and maintaining process steps, training materials, knowledge articles, FAQs, status records, and customer guidance.
• 2+ years of experience with procurement, contracts, software distribution, software licensing, service management, compliance, or administrative review workflows.
• 2+ years of experience with Microsoft Office, email/calendar tools, and workflow/ticketing/service management systems.

Nice To Haves

• Experience in higher education, public sector, or university technology/service management operations.
• Experience with ServiceNow or similar ITSM/workflow systems.
• Experience with software licensing, software asset management, supplier management, contract renewals, or procurement support.
• Experience with technology procurement, vendor intake, software purchasing, or cross-functional review processes.
• Familiarity with accessibility, security, privacy, AI, legal, procurement, or State of SC review processes.
• Experience supporting cost models, billing, budgeting, product-line reporting, ROI/trend reporting, or leadership briefings.
• Experience supporting continual service improvement and using customer feedback to improve processes.
• Ability to coordinate stakeholders across business office, service management, supplier, contract, ServiceNow, enterprise application, review, and customer teams.

Responsibilities

• Managing queues, cases, tickets, workflow tools, intake processes, software fulfillment, procurement, contract, or administrative service operations.
• Interpreting documented criteria, procedures, policies, and process guidance and apply them consistently.
• Documenting and maintaining process steps, training materials, knowledge articles, FAQs, status records, and customer guidance.
• Working with procurement, contracts, software distribution, software licensing, service management, compliance, or administrative review workflows.
• Utilizing Microsoft Office, email/calendar tools, and workflow/ticketing/service management systems.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed