ITSM Analyst

Job Responsibilities

Trace Systems is seeking an ITSM Analyst to provide oversight and expertise for EACN service-management configuration, processes, reporting, training, and sustainment at Joint Base Andrews. The analyst will use Service Now to strengthen incident, change, knowledge, asset, and configuration-management workflows.

• Provide ITSM configuration-management oversight and expertise and sustain the approved Service Now platform.
• Configure and customize EACN software to gather statistics, support trend analysis, and reflect system-design changes and equipment upgrades.
• Support user-submitted configuration-change requests within platform and governance constraints.
• Analyze ITSM data and recommend improvements to incident, change, knowledge, configuration, and asset-management processes.
• Create and maintain reports, dashboards, metrics, process documentation, knowledge articles, and standard operating procedures.
• Provide Service Now and Trouble Ticket System training using Government-furnished devices, software, and commercial training aids.
• Coordinate requirements and changes with users, developers, engineers, incident responders, and Government stakeholders.
• Verify the accuracy and completeness of incident records, descriptions, resolution details, and performance metrics.

Job Title: ITSM Analyst

Location: Joint Base Andrews, Maryland

Trace Systems is seeking an ITSM Analyst to provide oversight and expertise for EACN service-management configuration, processes, reporting, training, and sustainment at Joint Base Andrews. The analyst will use Service Now to strengthen incident, change, knowledge, asset, and configuration-management workflows.
The project associated with this position is currently in the proposal stage.

• Provide ITSM configuration-management oversight and expertise and sustain the approved Service Now platform.
• Configure and customize EACN software to gather statistics, support trend analysis, and reflect system-design changes and equipment upgrades.
• Support user-submitted configuration-change requests within platform and governance constraints.
• Analyze ITSM data and recommend improvements to incident, change, knowledge, configuration, and asset-management processes.
• Create and maintain reports, dashboards, metrics, process documentation, knowledge articles, and standard operating procedures.
• Provide Service Now and Trouble Ticket System training using Government-furnished devices, software, and commercial training aids.
• Coordinate requirements and changes with users, developers, engineers, incident responders, and Government stakeholders.
• Verify the accuracy and completeness of incident records, descriptions, resolution details, and performance metrics.

In compliance with applicable state and local pay transparency requirements, the following compensation information is provided for this position. The base salary range represents the minimum and maximum compensation Trace reasonably expects to offer for this position at the time of posting. Actual compensation within the range may vary based on factors including, but not limited to, location, experience, qualifications, skills, and performance.

Salary Minimum: $82,000

Salary Maximum: $105,000

Trace provides a comprehensive benefits package to eligible employees, which may include health insurance coverage, flexible spending accounts, an employee wellness program, life and disability insurance, a retirement savings plan, company holidays, and paid time off (PTO).

• Active, in-scope US Government issued Top Secret clearance (minimum); higher-level eligibility may be required based on assigned access.
• Due to the nature of the work and contract requirements, US…