ITSM Process Analyst​/ITSM Tool Power User

ITSM Process Analyst / ITSM Tool Power User

IT Support & Service Desk Charlottetown, Prince Edward Island 10313 May 27, 2026

ITSM Process Analyst / ITSM Tool Power User

Buchanan Technologies
• Client-Facing Consulting Role

We are looking for an ITSM Process Analyst / ITSM Tool Power User to support client-facing ITSM process discussions, documentation, training and adoption planning, and implementation support.

This resource should have practical experience working in ITSM operations and using an enterprise ITSM platform such as BMC Helix ITSM, BMC Remedy, Service Now, Cherwell, or a similar tool. BMC Helix experience is preferred, but the primary focus is practical ITSM process knowledge and the ability to help clients understand how to use ITSM tools effectively in day‑to‑day operations.

This is not a Helix developer, system administrator, technical architect, or configuration-heavy consultant role. The focus is on supporting process conversations, documenting requirements, helping with adoption planning, and assisting clients across core ITSM areas.

• Support client discovery sessions and ITSM process workshops.
• Gather and document business and process requirements from service desk, IT operations, and business stakeholders.
• Document current‑state and future‑state ITSM processes.
• Assist with process improvement recommendations across ITSM functions.
• Support training and adoption planning for ITSM processes and tool usage.
• Help clients understand practical use of ITSM tools across areas such as:
  • Major Incident Management
  • Change Management
  • Problem Management
  • Asset Management
  • Self Service
  • Service Request Management
• Assist with implementation planning and rollout support.
• Create or contribute to workshop notes, process documentation, training materials, adoption plans, and user guidance.
• Work alongside senior consultants, client stakeholders, and technical/configuration teams as needed.
• Communicate clearly with both technical and non‑technical audiences.

• Practical experience in ITSM operations, service desk operations, IT operations, or ITSM process support.
• Experience using an enterprise ITSM platform such as BMC Helix ITSM, BMC Remedy, Service Now, Cherwell, or similar.
• Familiarity with ITSM processes such as Major Incident, Change, Problem, Asset, Self Service, or Service Request Management.
• Ability to support client-facing conversations and workshops.
• Strong requirements‑gathering and documentation skills.
• Strong communication and organizational skills.
• Ability to translate operational needs into clear process documentation and user guidance.
• Comfortable working virtually with North American clients.

• Prior experience as an ITSM Analyst, Service Desk Lead, Process Analyst, Major Incident Coordinator, Change Analyst, Problem Analyst, IT Operations Analyst, or ITSM tool power user.
• BMC Helix ITSM or BMC Remedy experience.
• ITIL Foundation or equivalent practical ITSM knowledge.
• Experience supporting process mapping, training, adoption, or implementation documentation.
• Experience working with service desk teams, IT operations teams, or ITSM process owners.
• Exposure to reporting, dashboards, service metrics, or operational performance reviews.

• Helix development
• Deep technical configuration
• System administration
• Technical architecture
• Custom workflow engineering
• Full ownership of ITSM strategy or roadmap
• Leading executive‑level advisory engagements independently
• Serving as the primary implementation architect