Sr ITSM Analyst

Title: ITSM Business Analyst

Duration: 6 Months+ contract

Location: Chicago, IL 60607 (on-site)

Job Description: RESPONSIBILITIES

• Pull information from multiple sources from within the organization while analyzing and reporting the relevant data trends for informed decision making.
• Determine the validity and reliability of data; implement new analytical techniques and methods to ensure data quality and integrity.
• Partner with stakeholders to create and communicate process artifacts such as complex workflow diagrams.
• Institute governance to optimize processes and minimize long-term risk.
• Interpret policy and monitor policy compliance and regulations to ensure adherence or acceptance.
• Use ServiceNow and Azure DevOps to extract and visualize operational data.
• Identify trends and anomalies to inform process improvements and reduce service disruptions.
• Partner with Change Manager and Problem Manager to analyze metrics (e.g., success rate, emergency change rate) and recommend process adjustments.
• Manage the software onboarding process, ensuring alignment with ITIL and COBIT standards.
• Maintain accurate software asset records in the CMDB repository and manage End-of-Life action plans.

EDUCATION & EXPERIENCE REQUIREMENTS

• 4 years' degree or equivalent experience is required.
• 3+ years of hands-on experience in ITSM operations.
• Strong understanding of ITIL practices; ITIL Foundation or Intermediate certification preferred.
• Experience with ServiceNow workflows and reporting.

KNOWLEDGE, SKILLS, ABLILTIES, AND BEHAVIORS

• Excellent communications skills required verbally and written with all levels of IT and business management.
• Ability to work independently in a fast-paced, regulated environment.
• Detail-oriented with a focus on process compliance and data integrity.
• Create an inclusive working environment where change can be embraced by all backgrounds.
• Ability to communicate technical topics to a non-technical audience.
• Ability to break down ideas/issues into solutions.
• Give and receive effective feedback across all interactions.
• Seek opportunities to improve work processes, systems, etc.
• Demonstrates an understanding of risk that promotes positive change aligned to the business strategy.
• Deliver well-organized presentations at an appropriate level for the audience.
• Champion appropriate governance and sustain a risk intelligent culture through internal relationships.
• Comfortable leading operational reviews and collaborating across departments.