ITSM Analyst: Frameworks, Metrics & ServiceNow Expert

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

Benefits offered by this job

Vacation & holidays

Metro U-Pass

Tuition assistance

Job summary

Washington University in St. Louis is seeking an ITSM Analyst to support the development, maintenance, and monitoring of ITSM practice frameworks.

The role collaborates with multiple IT teams to drive adoption of ITSM policies and SOPs, while building metrics and dashboards to measure success across campus. The position emphasizes ITILv4-based processes, ServiceNow administration support, and partnership with organizational change management to ensure effective communication and training as

Qualifications

• Relevant IT Service Management work experience with ITIL processes.

Responsibilities

• Analyze ITSM processes and tools usage across teams.
• Develop ITSM frameworks, policies and SOPs.
• Support metrics, reports and dashboards for adoption and governance.
• Partner with Change Management to design adoption communications and training.
• Assist with continuous service improvement and audits.

Skills

ITSM

ITIL v4

ServiceNow

Metrics development

Team collaboration

Education

Bachelor's degree

Tools

ServiceNow

Discovery Tools

Job description

Washington University in St. Louis is seeking an ITSM Analyst to support the development, maintenance, and monitoring of ITSM practice frameworks.

The role collaborates with multiple IT teams to drive adoption of ITSM policies and SOPs, while building metrics and dashboards to measure success across campus. The position emphasizes ITILv4-based processes, ServiceNow administration support, and partnership with organizational change management to ensure effective communication and training as