ITSM Process & Performance Analyst

ASM Research, An Accenture Federal Services Company; Juneau (AK); On-site; USD 65,000 - 92,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks an ITSM Functional Analyst to design and optimize IT service management processes in line with ITIL guidance, partnering with operations and governance teams to standardize procedures and define KPIs and SLAs.

You will develop documentation and training, run workshops, and create dashboards to give leadership actionable insights into service performance and improvement opportunities, while ensuring compliance with governance and security

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent relevant experience.
• 2–5 years of experience in systems analysis, ITSM, or related IT operations roles, including direct work with incident and problem management tools.
• Foundational understanding of ITIL or similar service‑management frameworks and experience applying them to IT operations.
• Experience configuring or supporting ITSM platforms, including workflow, form, and report configuration.
• Strong analytical, documentation, and communication skills with the ability to work effectively with technical and non‑technical stakeholders.
• Candidates must possess a current secret security clearance.

Responsibilities

• Analyze existing ITSM processes and tool workflows, identify gaps against ITIL guidance, and recommend improvements that reduce disruptions and increase consistency.
• Configure and maintain ITSM platforms to support incident, problem, change, request, and knowledge management processes, including forms, queues, and automation rules.
• Define, track, and report on KPIs and SLAs such as incident resolution time, change success rate, and request volume, delivering dashboards and reports for leadership.
• Facilitate process design and review workshops with technical and business stakeholders, documenting procedures, role definitions, and RACI models.
• Develop and maintain ITSM process documentation, runbooks, and training materials, and deliver targeted training to IT teams and service‑desk staff.
• Ensure ITSM processes and records align with governance, audit, and compliance requirements, including approvals and evidence capture.

Skills

Analytical skills

Documentation

Communication skills

Education

Bachelor's degree in Information Technology or related field

Job description

ASM Research, An Accenture Federal Services Company, seeks an ITSM Functional Analyst to design and optimize IT service management processes in line with ITIL guidance, partnering with operations and governance teams to standardize procedures and define KPIs and SLAs.

You will develop documentation and training, run workshops, and create dashboards to give leadership actionable insights into service performance and improvement opportunities, while ensuring compliance with governance and security