IT Service Management Analyst I — ITIL & ServiceNow Focus

Washington University; St. Louis (MO); On-site; USD 75,000 - 129,000; Full time

Benefits offered by this job

Health insurance

Tuition assistance

Transit benefits

Job summary

Washington University in St. Louis seeks an ITSM Analyst to support the End User Experience & Service Management frameworks and operate across multiple ITSM practices.

You will develop policies, SOPs, and dashboards, while collaborating with IT teams to drive adoption and continuous service improvement. Under supervision, you’ll leverage ITIL v4, ServiceNow, and related tooling to monitor processes, produce reports, and support change management initiatives campus-wide.

Qualifications

• Bachelor’s degree or equivalent experience in ITSM field.
• 3+ years ITSM experience across incident, problem, change, asset and knowledge management.
• Experience with ServiceNow and ITSM tooling for workflows.
• ITIL v4 or higher familiarity and best-practice knowledge.
• Strong analytical and reporting skills with metrics creation.
• Ability to collaborate cross-functionally and support change adoption.

Responsibilities

• Analyze ITSM processes and collaborate with IT teams.
• Develop ITSM frameworks, policies and SOPs.
• Support ServiceNow ITSM system updates for automation and workflows.
• Monitor ITSM processes and facilitate review meetings.
• Create metrics and dashboards to drive adoption and improvement.
• Support organizational change management and training efforts.

Skills

ITSM

ITIL v4

ServiceNow

Change Management

Incident Management

Problem Management

Metrics Development

Dashboards

Communication

Team Collaboration

Education

Bachelor’s degree

COBIT

ISO 20000

ITIL Foundations

Lean Six Sigma

PMP

Tools

ServiceNow Platform

Discovery Tools

Windows/Linux Server

Networking Basics

Job description

Washington University in St. Louis seeks an ITSM Analyst to support the End User Experience & Service Management frameworks and operate across multiple ITSM practices.

You will develop policies, SOPs, and dashboards, while collaborating with IT teams to drive adoption and continuous service improvement. Under supervision, you’ll leverage ITIL v4, ServiceNow, and related tooling to monitor processes, produce reports, and support change management initiatives campus-wide.