Enterprise Service Management Analyst

Description

YOUR PURPOSE

The Service Management Systems Analyst is responsible for the implementation, configuration, and long-term optimization of the Enterprise Service Management (ESM) platform. This role serves as the primary systems analyst for the ESM tool, collaborating with business units across the organization to gather requirements, design workflows, and ensure the platform supports enterprise-wide service delivery. The analyst will also monitor industry trends, support change management, and drive continuous improvement of service processes.

YOU

ARE RESPONSIBLE FOR Service Management Process Design and Improvement

• Implementation and configuration of the new ESM platform within IT and across business units.
• Serve as the primary systems analyst for the ESM tool, responsible for workflow design, documentation, configuration, and optimization.
• Design, configure, document, and implement workflows within the ESM tool.
• Optimization of ITIL-based service management processes (incident, problem, change, and service request management)
• Continuous evaluation and enhancement of existing processes to improve efficiency, minimize disruptions, and ensure alignment with business needs
• Monitor and report on service level agreements (SLAs), ensuring services meet performance standards
• Define and maintain structure of the configuration management data base, including configuration item types, attributes, and relationships while collaborating with infrastructure, application, and service teams to ensure all relevant assets are captured.

Incident, Change, and Configuration Management and Service Desk Support

• Monitor service desk processes within the ESM platform to ensure user-reported issues are properly categorized, prioritized, and resolved promptly
• Serve as a backup for the service desk, responding to calls, emails, chats, voicemails, and ticket submissions while troubleshooting and providing technical support
• Perform root cause analysis for recurring incidents and escalating unresolved issues to higher-tier support.

Data Analysis, Reporting, and Continuous Improvements

• Configure dashboards and reporting for key performance metrics
• Provide regular and ad hoc reporting to IT and business leadership to support informed decision-making, strategic planning, and performance management
• Analyze service management data to identify patterns, trends, and opportunities for improvement in service delivery
• Monitor platform performance and user feedback to drive continuous improvement.
• Contribute to process roadmaps and maintain a prioritized request backlog
• Contribute to continuous improvement initiatives by recommending and implementing enhancements to ESM processes, tools, and knowledge sharing.
• Document events for audit and future reference
• Analyze incidents and change records to identify trends and conduct post-mortems on major events.

Knowledge and Partnership Management

• Maintain and update knowledge base, ensuring clear, accurate, and current documentation for both technicians and end users
• Collaborate with business and stakeholders to ensure services are aligned with organizational objectives and user expectations
• Create user-friendly guides, FAQs, and documentation to support ESM processes, self-service, and training for end users
• Support internal training efforts by developing and delivering materials that help technicians and staff adopt and follow adopted practices

COMPENSATION

Full-Time:
The full pay range for this position across all the states in which we hire is $27.05-$40.58/hourly
.

* The figures shown represent the minimum and maximum of the range for this role. Individual offers are made dependent upon a candidate’s experience, education, and skill level.

BENEFITS

Our goal is that you feel successful, supported, and balanced in all aspects of your life! To assist with this we offer:

• Medical, Dental & Vision Insurance for full-time and reduced full-time employees and their families
• Telemedicine for part-time employees
• Paid Group Life and Disability Insurance
• Employee Assistance Program
• Tuition Reimbursement Program
• 401K Retirement Savings
• Employer 401K Retirement Contributions & Matching upon eligibility
• Discretionary Annual Incentive Bonus based on eligibility criteria
• Paid Time Off per Full Calendar Year:
• o 10 hours of PTO per month (prorated for reduced full-time and part-time)
• o Paid Birthday Holiday
• o Paid Wellness Days
• o Up to 24 hours of Paid Volunteer Time annually
• o 11 Paid Holidays

• And More!

Requirements Education & Experience

• Associate or bachelor’s degree in computer science, Information Technology, or similar, preferred. Experience and certifications are acceptable substitutes for education.
• Experience implementing or managing enterprise service management platforms (e.g., Service Now, Fresh service, Manage Engine).
• Strong business analysis skills with the ability to translate user needs into technical requirements
• Experience leading cross-functional projects and managing stakeholder expectations
• Project coordination or management experience…