Senior ITSM Analyst

AECOM; Oregon City (OR); Remote; USD 80,000 - 110,000; Full time

Job summary

Join a leading company in remote IT Service Management. As an IT Service Management Sr. Analyst, you'll work on change, incident, and problem management processes while leveraging ITIL best practices. Our supportive culture and robust benefits will empower your career growth while you serve the communities we support.

Benefits

Paid time off (PTO)

Various health insurance options & wellness plans

Retirement benefits including employer match

Long-term & short-term disability

Employee assistance programs (EAP)

Parental leave & adoption assistance

Tuition reimbursement

Community give-back programs

Qualifications

• Minimum 3+ years experience in IT Service Management.
• ITIL experience preferred.
• Held roles requiring analytical skills for process improvement.

Responsibilities

• Manage change, incident, and problem management processes.
• Collaborate to analyze IT Service Management processes and tools.
• Develop ITSM process artifacts and documentation.

Skills

Interpersonal skills

Verbal communication

Written communication

Ability to work independently

Ability to work in a team

Education

Bachelor’s degree in relevant field of study

High School diploma equivalency

Job description

**Details**

+ **Department:** Technology Business Operations

+ **Schedule:** Full time

+ **Location:** Remote

**Benefits**

Paid time off (PTO)

Various health insurance options & wellness plans

Retirement benefits including employer match plans

Long-term & short-term disability

Employee assistance programs (EAP)

Parental leave & adoption assistance

Tuition reimbursement

Ways to give back to your community

_Benefit options and eligibility vary by position. Compensation varies based on factors including, but not limited to, experience, skills, education, performance and salary range at the time of the offer._

**Responsibilities**

As a member of the Service Integration and Management team, the **IT Service Management Sr. Analyst** plays a critical role in effective management of a complex, large scale service management practice. The primary responsibilities of this role involve working on change, incident, and problem management processes and analyzing process data to drive continual awareness and improvement.

+ Collaboratively analyze the utilization of existing IT Service Management processes and tools

+ Leverage ITIL and other best-practice frameworks

+ Develop ITSM process artifacts for Change, Incident, and Problem Management including related policies and procedures

+ Create and maintain documentation pertaining to the adoption and execution of designated ITSM practice methodologies

+ Participate in ITSM-related projects or programs

+ Support the Change, Incident, and Problem Management Process Owners

+ Collaborate with ServiceNow development team and platform administrators, as well as other defined applications and integrations, to ensure the implementation of seamless end-to-end processes supported by automation and workflows

+ Perform the day-to-day monitoring and oversight of Change, Incident, and Problem Management and specific ITSM processes

+ Conduct post-implementation and post-incident reviews and validate the results against the specific practice frameworks and associated SOPs

+ Collaboratively determine appropriate metrics to monitor and measure effective utilization and ongoing maturation of assigned ITSM practices and related processes

+ Effectively utilize data from ServiceNow and other ITSM systems to develop and publish reports and dashboards that effectively meet various stakeholder needs for data analysis and visualization

+ Assist with organizational change management through individualized training and support for various stakeholders and the design of communications that alert stakeholders to process updates and drive adoption

+ Serve as an advocate for ITSM practices, methodologies, and a culture of continuous service improvement

+ Utilize data from ServiceNow and other ITSM systems to analyze and recommend process improvement opportunities

**Requirements**

Education:

+ High School diploma equivalency with 2 years of cumulative experience OR Associate's degree/Bachelor's degree OR 4 years of applicable cumulative job specific experience required.

**Additional Preferences**

+ Minimum 3+ years experience in IT Service Management in a corporate environment

+ Bachelor’s degree in relevant field of study

+ Possess a deep understanding of IT Service Management standard methodologies

+ ITIL experience preferred

+ Good interpersonal skills

+ Strong written and verbal communication skills

+ Ability to work in a rapidly changing environment

+ Ability to work independently, as part of a service integration and management team and collaboratively with other internal and external teams to accomplish goals

\#Ascensiontechnologies #LI-Remote

**Why Join Our Team**

When you join Ascension, you join a team of over 134,000 individuals across the country committed to a Mission of serving others and providing compassionate, personalized care to all. Our inclusive culture, continuing education programs, career coaches and benefit offerings are just a few of the resources and tools that team members can use to create a rewarding career path. In fact, Ascension spent nearly $46 million in tuition assistance alone to support associate growth and development. If you are looking for a career where you can grow and make a difference in your community, we invite you to join our team today.

**Equal Employment Opportunity Employer**

Ascension provides Equal Employment Opportunities (EEO) to all associates and applicants for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy, childbirth, and related medical conditions, lactation, breastfeeding, national origin, citizenship, age, disability, genetic information, veteran status, marital status, all as defined by applicable law, and any other legally protected status or characteristic in accordance with applicable federal, state and local laws.

For further information, view the EEO Know Your Rights (English) (https://www.eeoc.gov/sites/default/files/2022-10/22-088\_EEOC\_KnowYourRights\_10\_20.pdf) poster or EEO Know Your Rights (Spanish) (https://www.eeoc.gov/sites/default/files/2022-10/22-088\_EEOC\_KnowYourRightsSp\_10\_20.pdf) poster.

As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.

Pay Non-Discrimination Notice (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)

Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.

**E-Verify Statement**

This employer participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information.

E-Verify (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify\_Participation\_Poster\_ES.pdf)