ITSM Systems Analyst II | ITIL & Compliance Focus

ASM Research, An Accenture Federal Services Company; Salt Lake City (UT); On-site; USD 65,000 - 92,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company is seeking an ITSM professional in Salt Lake City to analyze and improve ITSM processes, configure platforms, and drive KPI reporting for leadership. The role requires 2–5 years in ITSM with ITIL understanding and a current secret clearance.

You will design workshops, create runbooks and training materials, and ensure compliance with governance and audit requirements while supporting incident, problem, change, and knowledge management workflows.

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 identify gaps against ITIL guidance.
• 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.

Education

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent relevant experience

Job description

ASM Research, An Accenture Federal Services Company is seeking an ITSM professional in Salt Lake City to analyze and improve ITSM processes, configure platforms, and drive KPI reporting for leadership. The role requires 2–5 years in ITSM with ITIL understanding and a current secret clearance.

You will design workshops, create runbooks and training materials, and ensure compliance with governance and audit requirements while supporting incident, problem, change, and knowledge management workflows.