Hybrid IT Service Management Analyst II

Amerisure Insurance; Farmington Hills (MI); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Amerisure Mutual Insurance Company is seeking a Service Management Analyst II to support and improve its IT Service Management platform. The role focuses on incident, request, problem, and change processes, CMDB data quality, and knowledge management to enhance service delivery.

You will work with IT teams and stakeholders in a hybrid Farmington Hills, MI environment, contributing to automation initiatives and documentation of ITSM practices.

Qualifications

• Bachelor's degree or equivalent in IT/CS or related field.
• 3 years of IT service management, IT operations, or related tech support.
• Familiarity with Incident, Request, Problem, and Change Management practices.
• Experience with ITSM platforms such as Freshservice, ServiceNow, or Jira Service Management.
• Ability to configure or administer ITSM platforms (forms, workflows, SLA rules, reports, knowledge articles).
• Understanding of CMDB, asset management, knowledge management, and service catalog concepts.
• Strong written and verbal communication; ability to document processes clearly.

Responsibilities

• Support configuration, maintenance, and improvement of the ITSM platform, including workflows and SLA policies.
• Assist CMDB maintenance, asset data updates, and basic relationship mapping.
• Support Change Management reviews and approvals per procedures.
• Assist Problem Management with root cause analysis and corrective actions.
• Monitor Incident/Request processes, track SLA/OLA performance, coordinate resolution.
• Maintain ITIL-based ITSM standards and process documentation.
• Create and maintain KB articles for IT staff and end users.
• Identify continual service improvement opportunities and reduce manual effort.

Skills

IT service mgmt

ITIL knowledge

Analytical skills

Communication

Process improvement

Project coordination

Education

Bachelor's degree in IT/CS or related field

Tools

Freshservice

ServiceNow

Jira Service Management

CMDB tools (Device42)

Job description

Amerisure Mutual Insurance Company is seeking a Service Management Analyst II to support and improve its IT Service Management platform. The role focuses on incident, request, problem, and change processes, CMDB data quality, and knowledge management to enhance service delivery.

You will work with IT teams and stakeholders in a hybrid Farmington Hills, MI environment, contributing to automation initiatives and documentation of ITSM practices.