ITSM Analyst

Job Location :

Corporate Indianapolis

An ITSM analyst job description includes managing and improving IT Service Management processes like incident, change, and problem management, often using frameworks like ITIL and tools such as ServiceNow. Key responsibilities involve analyzing service performance, coordinating with cross-functional teams, documenting processes, and ensuring compliance and continuous improvement. They are also responsible for reporting, managing service requests, and acting as a point of escalation for service disruptions.

Core responsibilities

• Constantly evolve Simon IS monitoring environment and ticketing system
• Process improvement in Customer Support & Operations - works to automate tasks that are appropriate.
• Own end users training and support of ticketing system (ServiceNow). This includes any improvements needed within the system.
• Participate in the long-term strategies and planning for IS operations
• Assist in Customer Support audits as necessary
• Serve as liaison between Customer Support and Operations and department admins
• Assist in any other Customer Support and Desktop Support tasks as needed
• Provide requested technical support documentation to Tier 1 team members
• Provide requested technical support documentation to End Users
• Process management : Works with the Service Desk Manager to define, implement, and improve ITSM processes such as incident, change, problem, and request management.
• Performance analysis : Monitor service outcomes, analyze trends and metrics, and generate reports on performance, trends, and SLA compliance.
• Coordination : Act as a point of escalation for service disruptions, coordinating cross-functional teams to ensure timely resolution.
• Documentation : Document service activities, maintain operational procedures, and support the development of new ITSM functions.
• Compliance and governance : Ensure adherence to IT policies, audit requirements, and best practices, and facilitate governance forums like the Change Advisory Board (CAB).
• Training and support : Train support teams on ITSM processes and assist with major incident response and problem management investigations.
• Continuous improvement : Contribute to continuous improvement initiatives, conduct post-implementation reviews, and propose proactive recommendations.

Key skills and qualifications