ITSM Process & Improvement Analyst II

asmexternalcareersite; United States; Remote; USD 85,000 - 120,000; Full time

Job summary

ASM Research is seeking an ITSM Functional Analyst to optimize IT service-management processes and tooling. You will analyze, design, and configure ITSM workflows across incident, problem, change, and request management, partnering with operations and governance to standardize procedures and KPIs.

You will develop documentation, runbooks, and training, and produce dashboards for leadership to enable actionable insights into service performance and improvement opportunities.

Qualifications

• Bachelor's degree or equivalent in IT/CS/Business or related field.
• 2–5 years in systems analysis, ITSM, or related IT ops roles.
• Foundational ITIL understanding and applying it to IT operations.
• Experience configuring or supporting ITSM platforms (workflow, forms, reports).
• Strong analytical, documentation, and communications skills with diverse stakeholders.
• Current secret security clearance.

Responsibilities

• Analyze ITSM processes and tool workflows; identify gaps and recommend improvements.
• Configure and maintain ITSM platforms to support incident, problem, change, knowledge management.
• Define, track, and report on KPIs and SLAs with leadership dashboards.
• Facilitate workshops with technical and business stakeholders; document procedures and RACI.
• Develop ITSM process documentation, runbooks, and training materials; deliver training.
• Ensure ITSM processes align with governance, audit, and compliance; capture evidence.

Skills

ITSM

Incident management

Problem management

Change management

KPI reporting

Dashboard creation

Process documentation

Stakeholder communication

Education

Bachelor's degree in IT/CS/Business

Tools

ServiceNow

Job description

ASM Research is seeking an ITSM Functional Analyst to optimize IT service-management processes and tooling. You will analyze, design, and configure ITSM workflows across incident, problem, change, and request management, partnering with operations and governance to standardize procedures and KPIs.

You will develop documentation, runbooks, and training, and produce dashboards for leadership to enable actionable insights into service performance and improvement opportunities.