Systems Analyst II/ITIL Specialist, Junior

The ITSM Functional Analyst specializes in IT service-management processes and tooling, aligning workflows with ITIL best practices to improve service quality and consistency across the enterprise. This role analyzes, designs, and configures incident, problem, change, request, and related processes in the ITSM platform and partners with operations and governance teams to standardize procedures and define KPIs and SLAs. The ITSM Functional Analyst also develops documentation and training materials, facilitates process workshops, and produces reporting and dashboards that give leadership actionable insights into service performance and improvement opportunities. ? Key Responsibilities + Analyze existing ITSM processes and tool workflows, identify gaps against ITIL guidance, and recommend improvements that reduce disruptions and increase consistency.? + Configure and maintain ITSM platforms to support incident, problem, change, request, and knowledge management processes, including forms, queues, and automation rules.? + Define, track, and report on KPIs and SLAs such as incident resolution time, change success rate, and request volume, delivering dashboards and reports for leadership.? + Facilitate process design and review workshops with technical and business stakeholders, documenting procedures, role definitions, and RACI models.? + Develop and maintain ITSM process documentation, runbooks, and training materials, and deliver targeted training to IT teams and service-desk staff.? + Ensure ITSM processes and records align with governance, audit, and compliance requirements, including approvals and evidence capture.? Required Qualifications + Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent relevant experience.? + 2-5 years of experience in systems analysis, ITSM , or related IT operations roles, including direct work with incident and problem management tools.? + Foundational understanding of ITIL or similar service-management frameworks and experience applying them to IT operations.? + Experience configuring or supporting ITSM platforms, including workflow, form, and report configuration.? + Strong analytical, documentation, and communication skills with the ability to work effectively with technical and non-technical stakeholders.? + Candidates must possess a current secret security clearance.? Preferred Qualifications + ITIL Foundation or higher-level IT To view full details and how to apply, please login or create a Job Seeker account