ITSM Systems Analyst II — Process Excellence & KPIs

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking an ITSM Analyst to improve IT service management processes and tool workflows across incident, problem, change, request, and knowledge management. You will configure ITSM platforms, define KPIs and SLAs, and deliver leadership dashboards.

With 2–5 years in ITSM and a current secret clearance, you will support governance, audit readiness, and training materials while collaborating with technical and non-technical stakeholders.

Qualifications

• Bachelor’s degree or equivalent experience in IT, CS, or related field.
• 2–5 years in systems analysis or ITSM roles including incident/problem management.
• Foundational ITIL understanding and experience applying to IT operations.
• Experience configuring ITSM platforms (workflows, forms, reports).
• Clear communication with technical and non-technical stakeholders.
• 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 thinking

Documentation

Communication

Stakeholder collaboration

Education

Bachelor’s degree or equivalent experience

Tools

ITSM platforms

Job description

ASM Research, An Accenture Federal Services Company, is seeking an ITSM Analyst to improve IT service management processes and tool workflows across incident, problem, change, request, and knowledge management. You will configure ITSM platforms, define KPIs and SLAs, and deliver leadership dashboards.

With 2–5 years in ITSM and a current secret clearance, you will support governance, audit readiness, and training materials while collaborating with technical and non-technical stakeholders.