ITSM Systems Analyst II — Process Optimization & Dashboards

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

Job summary

ASM Research, An Accenture Federal Services Company is seeking an ITSM Analyst to analyze ITSM processes, configure platforms, and monitor KPIs. The role emphasizes collaboration with stakeholders and adherence to governance and compliance.

The ideal candidate will have 2–5 years in ITSM or related IT operations, a solid ITIL foundation, and the ability to deliver dashboards and runbooks for service desk teams.

Qualifications

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

ITSM experience

Incident & problem management

Stakeholder communication

Process documentation

Education

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field

Tools

ITSM platforms

Job description

ASM Research, An Accenture Federal Services Company is seeking an ITSM Analyst to analyze ITSM processes, configure platforms, and monitor KPIs. The role emphasizes collaboration with stakeholders and adherence to governance and compliance.

The ideal candidate will have 2–5 years in ITSM or related IT operations, a solid ITIL foundation, and the ability to deliver dashboards and runbooks for service desk teams.