ITSM Analyst

About the role

Trace Systems is seeking an ITSM Analyst to provide oversight and expertise for EACN service-management configuration, processes, reporting, training and sustainment at Joint Base Andrews, Maryland. The analyst uses ServiceNow to strengthen incident, change, knowledge, asset and configuration-management workflows. The associated project is currently in the proposal stage.

Key responsibilities

• Provide ITSM configuration-management oversight and sustain the approved ServiceNow platform.
• Configure and customize EACN software to gather statistics, support trend analysis and reflect system-design changes and equipment upgrades.
• Support user-submitted configuration-change requests within platform and governance constraints.
• Analyze ITSM data and recommend improvements to incident, change, knowledge, configuration and asset-management processes.
• Create and maintain reports, dashboards, metrics, process documentation, knowledge articles and standard operating procedures.
• Provide ServiceNow and Trouble Ticket System training using government-furnished devices, software and commercial training aids.
• Coordinate requirements and changes with users, developers, engineers, incident responders and Government stakeholders.
• Verify the accuracy and completeness of incident records, descriptions, resolution details and performance metrics.

Required profile

• Active, in-scope US Government Top Secret clearance (minimum); US citizenship required.
• Meets DoD 8140 Work Role 431 Knowledge Manager (Intermediate) via education, military training, certifications or a combination.
• 3+ years of IT service management, business analysis, ServiceNow administration, process improvement or configuration-management experience.
• Experience developing metrics, dashboards, process documentation and end-user training.
• Bachelor's degree in information systems, business or a related field preferred; high school diploma or equivalent required.
• Desired: ITIL certification, experience with ServiceNow ITSM, CMDB, ITAM, reporting, training or platform governance, and experience supporting Air Force, EACN, GSOC, A2G2 or 24/7 mission operations.

Required skills

• ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) certification, or ability to obtain it within six months.
• Working knowledge of ITIL practices and ServiceNow incident, change, knowledge, configuration and asset-management workflows.
• Strong verbal and written communication and ability to work in a secure DoD environment.

What we offer

• Base salary range of $82,000 to $105,000, depending on location, experience, qualifications, skills and performance.
• Benefits that may include health insurance, flexible spending account, wellness program, life and disability insurance, retirement savings plan, company holidays and paid time off.