IT Analyst-ITSM Platform

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The IT Analyst - ITSM Platform Support is an entry‑level role designed for individuals beginning their career in IT service management and enterprise platforms. The position provides structured, hands‑on exposure to the ITSM platform while developing both technical skills and business acumen under the guidance of senior analysts and platform owners. This role focuses on learning how technology enables business services, how ITSM processes support employee experience, and how platform decisions align with operational and organizational needs.

The IT Analyst builds foundational technical capability while gaining an understanding of stakeholder needs, service outcomes, and value delivery.

• Support incident request and change workflows by assisting with setup, testing, and data accuracy.
• Perform basic configuration and maintenance tasks in the ITSM platform under supervision.
• Help identify, document, and assist platform issues to senior analysts.
• Participate in testing and validation of platform changes to ensure they meet both technical and business expectations.
• Assist with routine platform health checks, data quality reviews, and simple operational reports.
• Assist in gathering and understanding basic business requirements for service requests and workflows.
• Help translate service needs into clearly defined request forms, catalogs, and workflows using established templates.
• Create and maintain basic documentation for configurations, procedures, and common service use cases.
• Assist with platform enhancements, automation efforts, and integrations as assigned.
• Develop foundational knowledge of ITSM processes such as incident, request, change, and problem management.
• Learn platform standards, design patterns, and governance practices through mentorship and review.
• Collaborate with technical and non‑technical team members to understand both the "how" and the "why" behind platform decisions.
• Build communication skills by explaining technical concepts in a clear, business‑friendly manner.

• Interest in learning IT service management concepts and how technology supports business services.
• Ability to learn new systems, follow established standards, and apply feedback.
• Strong attention to detail, problem‑solving skills, and curiosity about how systems and processes work.
• Willingness to collaborate with both technical teams and business stakeholders.

• Minimum
  
  Required:
  
  Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field, or equivalent academic or practical experience.
• Minimum
  
  Required:
  
  1+ years of experience in IT, application support, service operations, or a related technical field.
• Preferred:
  Relevant coursework, internships, labs, or hands‑on learning related to IT, service management, or enterprise platforms. Exposure to ITIL concepts or interest in pursuing ITIL Foundation certification is a plus.

• Minimum
  
  Required:
  
  None.

• Familiarity with Microsoft Word, Excel, Outlook, and basic documentation tools.
• Exposure to an ITSM platform (such as Halo ITSM) through coursework, training, or entry‑level experience preferred.
• Basic understanding of tickets, workflows, or request systems is helpful.
• Willingness to learn change governance, release management, and service reporting concepts.
• Experience with scripting languages (Python,…