ITSM Analyst

The Bison Group•Washington, DC

About The Position

The ITSM Analyst serves as the primary bridge between an intelligence community customer and technical implementation teams. The analyst works with senior stakeholders to assess business processes, identify service bottlenecks, and design a modern Service Catalog that shapes how the organization requests, tracks, and delivers communication services. The role translates customer requirements into structured workflows and coordinates with a ServiceNow development team to improve operational efficiency across the enterprise. The analyst coordinates the design, implementation, and refinement of Service Catalog offerings and workflows covering service requests, incidents, problems, changes, and projects. They engage senior stakeholders to gather requirements, present findings, deliver executive-level briefings, and build agreement on process improvements. Acting as liaison to the ServiceNow support and development team, they turn business requirements into functional specifications, user stories, and acceptance criteria. The role also assesses ITSM processes for automation, simplification, and alignment with ITIL best practices; defines and reports KPIs and SLAs; and supports effective workflow implementation and user experience. The position requires an active TS/SCI with CI poly clearance, or TS/SCI clearance with the ability to obtain a CI poly before starting, as well as an active ITIL Foundation certification and Security+ certification or equivalent.

Requirements

Strong working knowledge of ServiceNow, including its ITSM, ITOM, and Strategic Portfolio Management core 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, 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 within the Intelligence Community and understanding of 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 to assist with tracking workflow deployment lifecycles.

Responsibilities

Coordinate with the customer to design, build, and continuously refine a comprehensive 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 proposed 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 align processes with ITIL best practices.
Define, track, and report Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to demonstrate workflow value and efficiency.
Map complex, multi-departmental business processes into logical swim-lane diagrams or flowcharts.