Senior ITSM Analyst — Helix Remedy, KBR & Workflows

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

Job summary

Tetrad Digital Integrity (TDI) in Washington, DC, seeks a Senior ITSM Analyst to drive Knowledge-Based Resolution (KBR) within Helix ITSM and lead Smart IT workflow modernization across service management, platform engineering, and operations to deliver scalable knowledge and workflow solutions.

This hands-on role requires Helix/Remedy expertise, strong ITIL discipline, and the ability to guide change enablement, adoption and rollout planning.

Qualifications

• Bachelor’s degree in a related field and 8 years’ IT service position experience.
• 5+ years 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.”

Responsibilities

• Serve as the technical analyst for Knowledge-Based Resolution (KBR) in Helix ITSM.
• Own end-to-end Smart IT workflow modernization: design, config, testing, deployment.
• Help implement knowledge management integrated with incident and service request workflows.
• Guide platform configuration across Smart IT, knowledge management, and ITSM modules.
• Collaborate with service desk leadership and engineering to optimize incident, problem, and request management.
• Define and document technical architecture and implementation plans for knowledge-driven service management.
• Translate operational requirements into Helix platform solutions and guide stakeholder discussions.
• Support change enablement planning, including adoption strategies and rollout planning.
• Establish metrics and reporting to measure knowledge usage and workflow efficiency.

Skills

Analytical skills

Communication skills

ITIL knowledge

Education

Bachelor's degree in related field

Tools

Helix ITSM

Remedy ITSM

Smart IT

Helix APIs

Job description

Tetrad Digital Integrity (TDI) in Washington, DC, seeks a Senior ITSM Analyst to drive Knowledge-Based Resolution (KBR) within Helix ITSM and lead Smart IT workflow modernization across service management, platform engineering, and operations to deliver scalable knowledge and workflow solutions.

This hands-on role requires Helix/Remedy expertise, strong ITIL discipline, and the ability to guide change enablement, adoption and rollout planning.