ITSM Analyst

The Bison Group LLC•Millington, TN

About The Position

As an ITSM Analyst, you will serve as the primary bridge between an intelligence community customer and technical implementation teams. You will work with senior stakeholders to analyze business processes, identify service bottlenecks, and design a comprehensive Service Catalog. The role shapes how the organization requests, tracks, and delivers communication services. You will translate customer requirements into structured workflows and coordinate with a ServiceNow development team to implement them and improve operational efficiency across the enterprise.

Requirements

Strong working knowledge of ServiceNow, including its ITSM, ITOM, and Strategic Portfolio Management modules and capabilities.
Exceptional verbal and written communication skills, including the ability to facilitate workshops, conduct requirements-gathering sessions, and present complex technical workflows to non-technical senior leaders.
Strong analytical and problem-solving skills.
Experience mapping complex, multi-departmental business processes into logical swim-lane diagrams or flowcharts.
Familiarity with Microsoft 365 applications, including SharePoint, Teams, and Power Platform.
Active TS/SCI with CI poly clearance, or TS/SCI clearance with the ability to obtain a CI poly before starting.
Active ITIL Foundation certification (v3 or v4).
Security+ certification or equivalent.

Nice To Haves

Higher-level ITIL Managing Professional or Strategic Leader certification.
Prior experience working within the Intelligence Community and understanding the operational security constraints of classified environments.
Familiarity with Network Operations Centers (NOC), circuit management, unified communications, and enterprise communications infrastructure (LAN, WAN, UC).
Active Net+, CCNA, or JNCIA certification.
Familiarity with project management frameworks such as PMP or CAPM.

Responsibilities

Coordinate with the customer to design, build, and continuously refine a Service Catalog and workflows for service requests, incidents, problems, changes, and projects.
Meet with senior stakeholders to gather operational requirements, present findings, deliver executive-level briefings, and build consensus on process improvements.
Serve as the primary liaison between the customer and the ServiceNow support and development team.
Translate business requirements into functional technical specifications, user stories, and acceptance criteria for implementation.
Analyze existing ITSM processes to identify opportunities for automation, simplification, and alignment with ITIL best practices.
Define, track, and report Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to demonstrate workflow value and efficiency.