ITSM Analyst

The Bison Group•Omaha, NE

About The Position

The ITSM Analyst serves as the primary bridge between an intelligence community customer and technical implementation teams. The role works with senior stakeholders to assess business processes, identify service bottlenecks, and design a comprehensive Service Catalog. The analyst translates customer requirements into structured workflows and coordinates with a ServiceNow development team to improve service request and delivery operations across the enterprise. The position also supports process optimization and measurement by identifying opportunities for automation and alignment with ITIL best practices, and by defining, tracking, and reporting KPIs and SLAs. The Bison Group, LLC is an Equal Opportunity Employer and offers benefit options including medical, dental, vision, life, and disability insurance, as well as accrued PTO for vacation, sick leave, and holidays. Compensation is based on a stated but unspecified pay range and is determined by factors including qualifications, experience, market data, and internal equity.

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, gather requirements, and present complex technical workflows to senior non-technical 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 operational security constraints in classified environments.
Familiarity with Network Operations Centers, circuit management, unified communications, and enterprise communications infrastructure, including 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 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 ServiceNow support and development teams.
Translate business requirements into functional technical specifications, user stories, and acceptance criteria.
Analyze existing ITSM processes to identify opportunities for automation, simplification, and alignment with ITIL best practices.
Define, track, and report KPIs and SLAs to measure workflow value and efficiency.