ITSM Analyst I - Drive Service Improvement

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

Benefits offered by this job

Vacation & holidays

Health insurance

Transit pass

Retirement plan

Job summary

Washington University in St. Louis is seeking an ITSM Analyst to support the End User Experience & Service Management team. You will develop, maintain and monitor ITSM frameworks, policies and SOPs across multiple IT teams, and create dashboards to drive campus-wide adoption.

The role emphasizes ITILv4 best practices, ServiceNow support, and collaboration with Change Management to enable continuous service improvement and operational efficiency.

Qualifications

• Relevant ITSM experience with ITILv4 or similar frameworks.
• Bachelor’s degree or equivalent experience required.
• 3 years of relevant ITSM work experience preferred.

Responsibilities

• Analyze utilization of ITSM processes and tools.
• Develop ITSM Practice Frameworks, Policies and SOPs.
• Support implementation and operation of ITSM Frameworks.
• Collaborate with IT teams to drive adoption and standard operating procedures.
• Develop and publish metrics, reports and dashboards.
• Partner with Change Management to drive communications and training.
• Support continuous service improvement and audits.

Skills

ITSM

Adaptability

Communication

Customer Needs Assessments

Team Collaboration

Metrics Reporting

Oral Communications

Written Communication

Education

Bachelor’s degree or combination of education and/or experience

Tools

ServiceNow

Job description

Washington University in St. Louis is seeking an ITSM Analyst to support the End User Experience & Service Management team. You will develop, maintain and monitor ITSM frameworks, policies and SOPs across multiple IT teams, and create dashboards to drive campus-wide adoption.

The role emphasizes ITILv4 best practices, ServiceNow support, and collaboration with Change Management to enable continuous service improvement and operational efficiency.