ITSM Systems Analyst II — Secret Clearance

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking an ITSM Systems Analyst to optimize ITIL-aligned processes across incident, problem, change, request, and knowledge management. You will configure ITSM platforms, define KPIs, and deliver dashboards for leadership.

You will facilitate design workshops, develop runbooks and training, and ensure records meet governance and audit requirements while supporting a secure, compliant IT environment.

Qualifications

• Strong analytical, documentation, and communication skills.
• Experience working with ITSM processes and tools.
• Ability to collaborate with technical and non-technical stakeholders.

Responsibilities

• Analyze existing ITSM processes and identify gaps against ITIL guidance.
• Configure and maintain ITSM platforms including forms, queues, and automation rules.
• Define, track, and report KPIs and SLAs with dashboards and leadership reports.
• Facilitate process design workshops with stakeholders and document procedures.
• Develop ITSM documentation, runbooks, and training materials; deliver targetted training.
• Ensure ITSM processes align with governance, audit, and compliance requirements.

Job description

ASM Research, An Accenture Federal Services Company, is seeking an ITSM Systems Analyst to optimize ITIL-aligned processes across incident, problem, change, request, and knowledge management. You will configure ITSM platforms, define KPIs, and deliver dashboards for leadership.

You will facilitate design workshops, develop runbooks and training, and ensure records meet governance and audit requirements while supporting a secure, compliant IT environment.