DTS ITSM Analyst Principal

Job Title:

ITSM Principal Analyst

Start Date:

January 5

Duration:
Contract to Hire – 3 month contract

Daily

Working Hours:

Full-Time

Travel:
Approximately 20% onsite (80% remote)

Work Authorization:
Must be eligible to work in the U.S. without company sponsorship.

We are seeking an experienced ITSM Principal Analyst to support enterprise IT Service Management strategy, architecture, and execution for a healthcare organization based in South Georgia. This role serves as the senior subject matter expert for ITSM practices, Service Now architecture, and governance, supporting operational excellence, regulatory compliance, and continuous improvement across the organization.

The ITSM Principal Analyst is a senior individual contributor and trusted advisor responsible for designing, governing, and optimizing IT Service Management processes and Service Now solutions. This role provides strategic leadership across the ITSM lifecycle, serves as the technical authority for ITSM architecture, and mentors ITSM analysts while partnering closely with IT and business leadership.

• Serve as the enterprise subject matter expert for ITSM frameworks including ITIL (Service Strategy, Design, Transition, Operation, and Continual Improvement), with working knowledge of COBIT and ISO 20000.
• Lead and optimize ITSM processes including Incident, Problem, Change, Request, CMDB, Knowledge, Service Catalog, and Root Cause Analysis.
• Architect and maintain enterprise-grade ITSM solutions on the Service Now platform, including advanced capabilities such as AI, automation, and Now Assist integrations.
• Ensure clean integration across ITSM‑adjacent domains including ITOM, ITAM, Sec Ops, and Dev Ops.
• Develop and maintain ITSM strategy, roadmap, governance models, operating procedures, and best‑practice standards.
• Translate business and operational needs into actionable workflows, automation, and user experience improvements.
• Define, monitor, and maintain ITSM metrics, KPIs, and data quality standards within Service Now.
• Lead delivery of ITSM service products including business impact analysis, downtime procedures, contingency planning, risk documentation, and post‑incident reviews.
• Manage multiple complex initiatives simultaneously with minimal supervision.
• Mentor, coach, and train ITSM Analysts (Levels I–III), serving as an in‑house advisor on complex issues.
• Provide regular reporting to ITSM leadership on progress, risks, benefits, and operational health.
• Participate in after‑hours support, command center activities, and on‑call rotations as required to support organizational needs.

• Bachelor’s degree in Computer Science, Emergency Management, Healthcare, Business, or a related field required;
  Master’s degree preferred.
• Minimum of 7 years of experience in Information Technology, Business Continuity, or Healthcare required; 8+ years preferred.
• Deep expertise in ITSM, SDLC, change management, asset management, data classification, quality, and business continuity practices.
• Advanced experience with Service Now ITSM, including architecture and enterprise‑scale implementations.
• Strong understanding of regulatory, security, and compliance requirements in healthcare environments.
• Exceptional communication, facilitation, and stakeholder engagement skills, including executive‑level interaction.
• Demonstrated emotional intelligence and ability to influence across all levels of the organization.
• Ability to work primarily remote with periodic onsite presence in South Georgia.

• ITIL 4 Foundation or ITIL 4 Managing Professional
• Service Now CSA, CIS-ITSM, CTA, or equivalent
• CISSP
• PMP, PMI-ACP, Scrum Master, or equivalent

• Approximately 20% onsite travel required.
• Must be available for onsite support, after‑hours events, planned downtimes, and on‑call rotations as needed.

When working with Quoris in a permanent role, you are eligible for competitive benefits including Health, Dental, Vision, 401k, and a great culture/working environment.