ITSM Process Analyst II – ITIL, KPIs & Dashboards

ASM Research, An Accenture Federal Services Company

Baton Rouge (LA)

On-site

USD 65,000 - 92,000

Full time

14 days+

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Job summary

ASM Research, An Accenture Federal Services Company, is seeking an ITSM Analyst in Baton Rouge to optimize ITSM processes, align with ITIL, and support governance and compliance initiatives. You will analyze existing workflows, configure ITSM platforms, and drive KPI reporting for leadership.

The role requires 2–5 years in ITSM or related IT operations, a foundational ITIL understanding, and a secret clearance.

Qualifications

Bachelor’s degree or equivalent experience in IT-related field.
2–5 years in systems analysis, ITSM, or IT operations with incident and problem management.
Foundational ITIL knowledge and experience applying it to IT operations.
Experience configuring ITSM platforms (workflows, forms, reports).
Requires current secret security clearance.

Responsibilities

Analyze ITSM processes and tool workflows; identify gaps against ITIL and propose improvements.
Configure and maintain ITSM platforms for incident, problem, change, request, and knowledge management.
Define, track, and report KPIs and SLAs; deliver dashboards for leadership.
Facilitate workshops with stakeholders; document procedures and RACI models.
Develop and maintain ITSM docs, runbooks, and training materials; deliver training.
Ensure ITSM processes align with governance, audit, and compliance requirements.