ITSM Systems Analyst II — Process Excellence (Secret Clearance)

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

Job summary

ASM Research, An Accenture Federal Services Company is seeking an ITSM Functional Analyst to align IT service-management workflows with ITIL best practices, analyze and configure ITSM processes, and deliver dashboards that translate service performance into actionable leadership insights.

The role involves developing documentation and training materials, facilitating process workshops, and ensuring governance and compliance across IT operations. A secret clearance is required.

Qualifications

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

Responsibilities

• Analyze existing ITSM processes and tool workflows, identify gaps against ITIL guidance, and propose improvements.
• Configure and maintain ITSM platforms to support incident, problem, change, request, and knowledge management.
• Define, track, and report on KPIs and SLAs; deliver dashboards for leadership.
• Facilitate design workshops, document procedures and RACI models with stakeholders.
• Develop and maintain ITSM runbooks and training materials; deliver targeted IT staff training.
• Ensure ITSM processes align with governance, audits and compliance requirements.

Skills

Security clearance

Analytical skills

Documentation

Communication

Education

Bachelor’s degree or equivalent

Job description

ASM Research, An Accenture Federal Services Company is seeking an ITSM Functional Analyst to align IT service-management workflows with ITIL best practices, analyze and configure ITSM processes, and deliver dashboards that translate service performance into actionable leadership insights.

The role involves developing documentation and training materials, facilitating process workshops, and ensuring governance and compliance across IT operations. A secret clearance is required.