Overview
Hybrid
$30 - $50
Full Time
Skills
ITIL
IT Service Management (ITSM)
Job Details
Job Title: IT Process Analyst (Contractor)
Location: Onsite -Spartanburg, SC
Location: Onsite -Spartanburg, SC
Contract: Long Term Start Date: ASAP
Industry: Financial Services
Reporting To: Director of IT
Industry: Financial Services
Reporting To: Director of IT
Overview
We are seeking a highly capable IT Process Analyst (Contractor) to support a large financial services client undergoing organizational changes within their IT leadership team. As they work to hire a permanent Service Delivery Manager, this contractor will step in to support IT operations, streamline processes, and reduce backlog across core ITSM functions.
The ideal candidate brings strong knowledge of IT Service Management (ITSM), hands-on experience with service delivery processes, and excellent documentation and reporting skills. This role will work closely with the IT Director and operational teams to improve process efficiency, visibility, and service performance.
Key Responsibilities
- ITSM Process Support
- Analyze, document, and optimize IT service processes (incident, problem, change, request, asset management)
- Collaborate with team leads to standardize workflows and improve consistency across IT functions
- Help define and track service level agreements (SLAs) and operational KPIs
- Reporting & Metrics
- Develop and maintain dashboards and performance reports focused on SLAs, ticket volumes, resolution times, and customer satisfaction
- Provide insights and recommendations for continuous improvement
- Change & Problem Management
- Coordinate change requests and assist in maintaining the change calendar
- Document root cause analyses and problem remediation actions
- Asset Lifecycle Support
- Support IT asset inventory and lifecycle tracking, including procurement, deployment, and decommissioning processes
- Assist with audits and compliance documentation related to asset management
- Knowledge & Documentation
- Create and update standard operating procedures (SOPs), process documentation, and internal knowledge base articles
- Assist in maintaining the IT service catalog and user-facing documentation
- Collaboration & Operational Support
- Work with Help Desk, Desktop Support, and Infrastructure teams to gather requirements, clarify workflows, and resolve process gaps
- Support coordination of vendor performance tracking and contract adherence as needed
Required Qualifications
- 3 5+ years of hands-on experience supporting IT Service Management (ITSM) operations
- Strong understanding of ITSM best practices (e.g., incident, change, problem, request, and asset management)
- Proficiency in Excel (pivot tables, charts, data analysis) and service delivery reporting
- Familiarity with ITSM tools such as ServiceNow, Jira, Cherwell, or similar
- Excellent written and verbal communication skills
- Strong organizational skills and attention to detail
- Ability to work onsite and collaborate cross-functionally with IT and business stakeholders
Preferred Qualifications
- Experience working in or supporting financial services or other regulated industries
- Exposure to or certification in the ITIL framework (ITIL Foundation preferred)
- Experience supporting SLA/OLA tracking and vendor performance metrics
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.