ITSM Analyst

The Bison Group LLC•Washington, DC

About The Position

The ITSM Analyst serves as the primary bridge between an intelligence community customer and technical implementation teams. The role partners with senior stakeholders to assess business processes, identify service bottlenecks, and design a modern Service Catalog. The Analyst translates customer requirements into structured workflows and coordinates with a ServiceNow development team to improve the request, tracking, and delivery of communication services across the enterprise. The position also analyzes and improves ITSM processes, supports workflow implementation, and defines and reports on service performance measures. Candidates must hold an active ITIL Foundation certification and meet the stated security clearance requirement. The Bison Group offers medical, dental, vision, life, and disability insurance, as well as accrued PTO including vacation, sick leave, and holidays.

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 swim-lane diagrams or flowcharts.
Familiarity with Microsoft 365 applications, including SharePoint, Teams, and Power Platform, for collaboration and project tracking.
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, circuit management, unified communications, and enterprise communications infrastructure such as LAN, WAN, and 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.
Gather operational requirements from senior stakeholders, 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 and simplification and to align processes with ITIL best practices.
Define, track, and report on KPIs and SLAs to demonstrate workflow value and efficiency.