Systems Analyst II/ITIL Specialist, Junior
ASM
Augusta, United States of America
2 days ago
Role details
Contract type
Permanent contract Employment type
Full-time (> 32 hours) Working hours
Regular working hours Languages
English Experience level
Junior Compensation
$ 92KJob location
Augusta, United States of America
Tech stack
Systems Analysis
Information Technology Operations
Knowledge Management
Runbook
Information Technology
Job description
- 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.?, Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
Requirements
- 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.?, * ITIL Foundation or higher-level ITIL certification or equivalent training.?
- Experience in a highly regulated or audited IT environment with formal change-management and service-reporting requirements.?
- Experience facilitating cross-functional workshops and presenting findings and recommendations to leadership.?
- Experience implementing light automation or scripting within ITSM tools to improve process efficiency.?, The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.