The ITSM Functional Analyst specializes in IT service-management processes and tooling, aligning workflows with ITIL best practices to improve service quality and consistency across the enterprise. This role analyzes, designs, and configures incident, problem, change, request, and related processes in the ITSM platform and partners with operations and governance teams to standardize procedures and define KPIs and SLAs. The ITSM Functional Analyst also develops documentation and training materials, facilitates process workshops, and produces reporting and dashboards that give leadership actionable insights into service performance and improvement opportunities.
Key Responsibilities- Analyze existing ITSM processes and tool workflows, identify gaps against ITIL guidance, and recommend improvements that reduce disruptions and increase consistency.
- Configure and maintain ITSM platforms to support incident, problem, change, request, and knowledge management processes, including forms, queues, and automation rules.
- Define, track, and report on KPIs and SLAs such as incident resolution time, change success rate, and request volume, delivering dashboards and reports for leadership.
- Facilitate process design and review workshops with technical and business stakeholders, documenting procedures, role definitions, and RACI models.
- Develop and maintain ITSM process documentation, runbooks, and training materials, and deliver targeted training to IT teams and service-desk staff.
- Ensure ITSM processes and records align with governance, audit, and compliance requirements, including approvals and evidence capture.
Required Qualifications- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent relevant experience.
- 2-5 years of experience in systems analysis, ITSM, or related IT operations roles, including direct work with incident and problem management tools.
- Foundational understanding of ITIL or similar service-management frameworks and experience applying them to IT operations.
- Experience configuring or supporting ITSM platforms, including workflow, form, and report configuration.
- Strong analytical, documentation, and communication skills with the ability to work effectively with technical and non-technical stakeholders.
- Candidates must possess a current secret security clearance.
Preferred Qualifications- ITIL Foundation or higher-level ITIL certification or equivalent training.
- Experience in a highly regulated or audited IT environment with formal change-management and service-reporting requirements.
- Experience facilitating cross-functional workshops and presenting findings and recommendations to leadership.
- Experience implementing light automation or scripting within ITSM tools to improve process efficiency.
Compensation RangesCompensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO RequirementsIt is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
DisclaimerThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
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