Information Technology Service Management Analyst
Listed on 2026-02-16
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IT/Tech
IT Support, Data Analyst, IT Business Analyst
Overview
PLEASE - No C2C assistance is needed at this time.
This is a 6 month onsite contract. ONLY LOCAL candidates, please.
We are looking for an ITSM Analyst to support an engineering-first, AI-augmented service delivery model by optimizing ITSM operations, automation, and analytics. This role ensures service data is actionable, automation opportunities are identified and executed, and ITSM processes continuously evolve to improve efficiency, quality, and scalability.
Key ResponsibilitiesITSM Operations Enablement: Support ITSM processes including Incident, Request, Problem, Change, Knowledge, and Asset Management.
- Monitor ticket quality, categorization accuracy, and lifecycle health across omnichannel support.
- Identify recurring issues and operational inefficiencies in collaboration with Service Desk and Engineering teams.
AI, Automation & Continuous Improvement: Identify high-volume, repetitive workflows suitable for automation, GenAI deflection, and self-healing.
- Define requirements and success criteria for workflows, virtual agents, and ticket enrichment.
- Validate automation outcomes including deflection, MTTR reduction, and capacity gains.
Analytics & Insight Generation: Produce operational reporting covering SLAs, backlog health, trends, and automation effectiveness.
- Translate data into improvement recommendations that inform roadmap prioritization.
- Support executive and client reporting with clear, outcome-oriented insights.
Platform & Integration Support: Support ITSM platform governance (forms, workflows, validation rules, knowledge lifecycle).
- Ensure integrations with identity, asset, endpoint, and monitoring systems produce reliable data.
- Enable feedback loops that prevent repeat issues and improve upstream data quality.
Experience & Qualifications: 5+ years of experience in ITSM, Service Operations, or managed services environments
- Strong knowledge of ITIL practices and ITSM platforms (Service Now preferred)
- Experience supporting automation, AI-assisted workflows, and service analytics
Success Measures: Increased automation and AI adoption
- Reduced ticket volume and repeat incidents
- Improved operational efficiency and consistency
- Actionable insights delivered to stakeholders
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