ITSM Systems Analyst - Process Excellence & Compliance

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

Job summary

ASM Research, An Accenture Federal Services Company is seeking a systems analyst to evaluate ITSM processes, identify gaps against ITIL guidance, and implement improvements that reduce disruptions and increase consistency.

You will configure ITSM platforms for incident, problem, change, and knowledge management, define KPIs and SLAs, deliver dashboards to leadership, and provide training and runbooks to IT teams and service-desk staff.

Qualifications

• Bachelor’s degree or equivalent in IT or related field.
• 2-5 years of experience in systems analysis, ITSM, or related IT operations roles with incident/problem management tools.
• Foundational ITIL understanding and applying IT operations.
• Experience configuring or supporting ITSM platforms (workflow, forms, reports).
• Strong analytical, documentation, and communication skills for diverse stakeholders.
• Current secret security clearance.

Responsibilities

• Analyze ITSM processes and tool workflows, identify gaps, and recommend improvements.
• Configure and maintain ITSM platforms for incident, problem, change, request, and knowledge management.
• Define, track, and report KPIs and SLAs with leadership dashboards.
• Facilitate workshops with stakeholders; document procedures and RACI models.
• Develop ITSM documentation, runbooks, and training materials; deliver targeted training.
• Ensure ITSM records align with governance, audits, and compliance.

Skills

Analytical skills

Education

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

Job description

ASM Research, An Accenture Federal Services Company is seeking a systems analyst to evaluate ITSM processes, identify gaps against ITIL guidance, and implement improvements that reduce disruptions and increase consistency.

You will configure ITSM platforms for incident, problem, change, and knowledge management, define KPIs and SLAs, deliver dashboards to leadership, and provide training and runbooks to IT teams and service-desk staff.