ITSM Business Systems Analyst

Responsibilities

Kforce has a client that is seeking an ITSM Business Systems Analyst in Maryland Heights, MO.

We are seeking a highly skilled and motivated Business System Analyst with extensive experience in enhancing and updating ticketing systems. The ideal candidate will have hands‑on experience with Cherwell and Ivanti, and a deep understanding of IT Service Management (ITSM) principles. The role involves analyzing Cherwell/Ivanti items, documenting processes, performing system functional testing within Ivanti, and reconfiguring/redocumenting systems to improve efficiency and functionality.

• Analyze Cherwell items and provide detailed documentation of current system functionalities
• Perform system functional testing within Ivanti, ensuring all processes and workflows are accurately tested and validated
• Identify pieces of functionality, break them down into forms, fields, and workflows
• Reconfigure and redocument existing systems to enhance and streamline operations
• Differentiate between incidents and problems, applying appropriate solutions and documentation practices
• Collaborate with cross‑functional teams to gather requirements and implement system enhancements
• Document new and updated processes in a style suitable for development in Ivanti

• ITIL certification is a bonus
• Proven experience in enhancing and updating ticketing systems, not just utilizing them
• Experience with system functional testing within Ivanti
• Familiarity with system migrations and ITSM principles
• Comfortable working with any ticketing system, with a preference for experience in Cherwell and Ivanti
• Strong documentation skills with the ability to articulate technical concepts clearly and concisely
• Strong problem‑solving skills with the ability to differentiate between incidents and problems effectively
• Excellent analytical and problem‑solving skills
• Strong communication and interpersonal skills
• Ability to analyze and break down system functionalities into detailed forms, fields, and workflows

• ITIL certifications
• ITSM experience
• Familiarity with migrations

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note:

Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce’s sole discretion until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.