ITSM Analyst

The Bison Group LLC•Omaha, NE

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 collaborate with senior stakeholders to analyze current business processes, identify service bottlenecks, and design a comprehensive Service Catalog. The role shapes how the organization requests, tracks, and delivers communication services by translating customer requirements into structured workflows and coordinating with a ServiceNow development team to improve enterprise operational efficiency. The position also involves analyzing and optimizing ITSM processes, defining and reporting performance measures, and facilitating requirements gathering and executive-level discussions. The role requires an active TS/SCI with CI poly clearance, or TS/SCI clearance with the ability to obtain a CI poly before starting.

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, including experience mapping complex, multi-departmental 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 in the Intelligence Community and understanding of operational security constraints in 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 continually refine a comprehensive 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/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 while supporting a seamless user experience.
Define, track, and report Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to demonstrate workflow value and efficiency.