ITSM Systems Analyst II — Security-Cleared & ITIL-Driven

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking an ITSM Analyst to optimize ITSM processes, align with ITIL guidance, and reduce disruptions across federal IT operations.

You will configure ITSM platforms, manage incident and problem workflows, and deliver dashboards and reports on KPIs and SLAs for leadership.

Qualifications include 2-5 years in ITSM, a current secret clearance, and strong communication with technical and business stakeholders.

Qualifications

• 2-5 years of experience in systems analysis, ITSM, or related IT operations roles.
• Foundational understanding of ITIL or similar service-management frameworks.

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.

Job description

ASM Research, An Accenture Federal Services Company, is seeking an ITSM Analyst to optimize ITSM processes, align with ITIL guidance, and reduce disruptions across federal IT operations.

You will configure ITSM platforms, manage incident and problem workflows, and deliver dashboards and reports on KPIs and SLAs for leadership.

Qualifications include 2-5 years in ITSM, a current secret clearance, and strong communication with technical and business stakeholders.