Senior Helix ITSM Analyst – KBR & Smart Workflow Modernization

Tetrad Digital Integrity LLC; Washington (District of Columbia); On-site; USD 110,000 - 123,000; Full time

Job summary

Tetrad Digital Integrity LLC (TDI) is seeking a Senior ITSM Analyst to drive Knowledge-Based Resolution (KBR) and lead Smart IT workflow modernization within the Helix ecosystem for federal civilian services. The role requires hands-on Helix/Remedy expertise and the ability to design solutions, guide implementation, and support change enablement across service management teams.

You will own end-to-end technical ownership of ITSM processes, work with service desk and engineering teams to optimize

Qualifications

• Bachelor’s degree required, 8 years IT service experience or equivalent.
• 5 years of experience with Helix ITSM / Remedy ITSM, including Smart IT configuration.
• Proven experience implementing Helix-based service management solutions.
• Hands-on experience implementing Knowledge-Based Resolution (KBR) or enterprise knowledge management solutions.
• Strong understanding of ITIL service management practices.

Responsibilities

• Serve as the technical analyst for the implementation of Knowledge-Based Resolution (KBR) within Helix ITSM.
• Provide end-to-end technical ownership of Smart IT workflow modernization, including design, configuration, testing, and deployment.
• Help implement knowledge management solutions that integrate seamlessly with incident and service request workflows.
• Guide platform configuration and enhancements across Smart IT, knowledge management, and ITSM modules.
• Collaborate with service desk leadership and engineering teams to optimize incident, problem, and request management processes.
• Define and document technical architecture, implementation plans, and best practices for knowledge-driven service management.
• Guide technical discussions with stakeholders and translate operational requirements into Helix platform solutions.
• Support change enablement planning, including adoption strategies, training considerations, and rollout planning.
• Establish metrics and reporting to measure knowledge usage, incident resolution improvements, and workflow efficiency.

Skills

ITIL expertise

Helix ITSM

Workflow design

Stakeholder engagement

Analytical thinking

Education

Bachelor’s degree

Tools

Helix ITSM

Remedy ITSM

Smart IT

Helix APIs

Job description

Tetrad Digital Integrity LLC (TDI) is seeking a Senior ITSM Analyst to drive Knowledge-Based Resolution (KBR) and lead Smart IT workflow modernization within the Helix ecosystem for federal civilian services. The role requires hands-on Helix/Remedy expertise and the ability to design solutions, guide implementation, and support change enablement across service management teams.

You will own end-to-end technical ownership of ITSM processes, work with service desk and engineering teams to optimize