IT Service Management; ITSM Systems Analyst

Position: IT Service Management (ITSM) Systems Analyst
Class Summary

Job Description

The IT Systems Analyst III is responsible for administering, configuring, and optimizing the County's Information Technology Service Management (ITSM) platform to ensure efficient and effective delivery of IT services. This role manages and enhances platform workflows, forms, automation, reporting, and system integrations while leading continuous improvement initiatives across key ITIL processes, including Incident, Request, Change, Problem, Knowledge, Asset, and Configuration Management.

The analyst develops and maintains integrations between the ITSM platform and enterprise applications using APIs and automation tools to streamline operations and improve data accuracy. Additionally, the IT Systems Analyst III serves as a technical expert for ITSM administration, governance, reporting, troubleshooting, and end-user support, providing guidance and solutions that align with organizational objectives and best practices.

Essential Duties

* Configure and maintain ITSM platform modules including Incident, Service Request, Change, Problem, Release, Knowledge, Asset, and Configuration Management.

* Design and implement workflows, forms, automations, notifications, and business rules to improve service delivery and operational efficiency.

* Develop and maintain dashboards, reports, KPIs, and performance metrics for IT leadership and business stakeholders.

* Administer CMDB and IT Asset Management processes to ensure data integrity, compliance, and operational effectiveness.

* Configure and support integrations between ITSM platforms and enterprise systems utilizing APIs, iPaaS solutions, and automation technologies.

* Troubleshoot and resolve complex platform, workflow, and integration issues while providing advanced technical support.

* Participate in project planning, testing, implementation, upgrades, and deployment activities related to ITSM technologies.

* Collaborate with cross-functional teams, vendors, and business stakeholders to gather requirements and implement service improvements.

* Develop and maintain technical documentation, process documentation, user guides, and knowledge base articles.

* Ensure compliance with County policies, security standards, audit requirements, and IT governance practices.

Public Speaking Duties

* Deliver training sessions for IT staff and business users on ITSM processes, workflows, and platform capabilities.

* Present project updates, system enhancements, and operational metrics to leadership, governance committees, and stakeholder groups.

* Facilitate workshops and meetings to gather business requirements and promote adoption of IT service management best practices.

Other

Job Requirements /Information

* This job is a civilian position in either a public safety department or in Information Technology with close ties to public safety. Due to the sensitive nature of this position, a public safety background which may include motor vehicle & criminal histories, and fingerprinting.

* This job may require on-call rotation and emergency after hours, weekends, and/or holidays.

Grade

The grade for this position isC
44(1).

Effective 4/11/2023, this position is eligible for the Employee Referral Program.

Minimum Qualifications

* Bachelor's Degree in a related field; AND

* Five years of professional level computer analyst and/or systems experience; OR

* An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above will also be considered.

Preferred Qualifications

* Master's Degree in Information Technology, Computer Science, Business Systems, Information Systems; AND

* IT Service Management (ITSM), IT Asset Management (ITAM) Systems Administration, Enterprise Application Administration, Workflow Automation, Team Dynamix, or similar ITSM platforms API Integrations and SaaS Administration; AND

* Five years ofIT Systems Analyst, Service Desk, Technician, or IT Service Management Systems Admin experience

* An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above will also be considered.

For information related to position-specific essential duties, knowledge and skills, and physical requirements, please click here.

Note:

The class specifications listed on this website are not the official class specifications for Gwinnett County and are subject to change.

For more information about this department, please .

Additional Information

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