Itsm Analyst

TEKsystems • Kansas City, MO

1d • $25 - $25 • Remote

About The Position

The Entry-Level ITSM Analyst supports the organization’s IT Service Management capabilities with a primary focus on the ServiceNow platform. This role is responsible for supporting day to day service management activities within ServiceNow, monitoring service performance, ensuring data quality, assisting with reporting, and supporting continuous service improvement efforts. The ideal candidate is detail oriented, analytical, and interested in building expertise in ServiceNow and IT service management. Key Responsibilities ServiceNow Platform Support • Support daily ITSM operations using ServiceNow as the system of record • Monitor and manage ServiceNow queues and workflows to ensure work is accurately logged, routed, prioritized, and progressed • Perform ticket quality checks to ensure accuracy, completeness, and compliance with defined standards • Assist with ServiceNow data maintenance, including service records, user information, and related configurations • Support testing and validation of ServiceNow enhancements, configurations, and releases Service Performance & Reporting • Support tracking and reporting of service performance using ServiceNow dashboards and reports • Assist with creating, running, and maintaining ServiceNow reports and metrics • Monitor service data to identify trends, risks, and potential improvement opportunities • Support preparation of service review materials and performance summaries Documentation & Governance Support • Assist with documenting ServiceNow workflows, procedures, and operational practices • Maintain service management documentation related to ServiceNow processes and usage • Support governance activities by preparing reports, presentations, and meeting notes • Track action items and follow ups related to service performance and improvement initiatives Stakeholder & Team Collaboration • Work closely with the Service Desk, technical teams, and service owners to support effective use of ServiceNow • Assist with communications related to service performance, service issues, and platform updates • Act as a coordination point between operational teams and service management leadership Continuous Improvement • Analyze ServiceNow data to identify recurring issues, inefficiencies, and improvement opportunities • Support service improvement initiatives and remediation tracking • Participate in audits, assessments, and reviews related to ServiceNow usage and service management maturity

Requirements

• Servicenow
• Itil
• Itsm
• Incident management
• Change management
• Problem management
• Automation
• Project management
• Itil service management
• Management skills
• Itil v3
• Support

Responsibilities

• Support daily ITSM operations using ServiceNow as the system of record
• Monitor and manage ServiceNow queues and workflows to ensure work is accurately logged, routed, prioritized, and progressed
• Perform ticket quality checks to ensure accuracy, completeness, and compliance with defined standards
• Assist with ServiceNow data maintenance, including service records, user information, and related configurations
• Support testing and validation of ServiceNow enhancements, configurations, and releases
• Support tracking and reporting of service performance using ServiceNow dashboards and reports
• Assist with creating, running, and maintaining ServiceNow reports and metrics
• Monitor service data to identify trends, risks, and potential improvement opportunities
• Support preparation of service review materials and performance summaries
• Assist with documenting ServiceNow workflows, procedures, and operational practices
• Maintain service management documentation related to ServiceNow processes and usage
• Support governance activities by preparing reports, presentations, and meeting notes
• Track action items and follow ups related to service performance and improvement initiatives
• Work closely with the Service Desk, technical teams, and service owners to support effective use of ServiceNow
• Assist with communications related to service performance, service issues, and platform updates
• Act as a coordination point between operational teams and service management leadership
• Analyze ServiceNow data to identify recurring issues, inefficiencies, and improvement opportunities
• Support service improvement initiatives and remediation tracking
• Participate in audits, assessments, and reviews related to ServiceNow usage and service management maturity

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees