ITSM Analyst

RESPONSIBILITIES:
Kforce has a client in Saint Louis, MO that is seeking an ITSM Analyst.

Overview:
We are seeking an experienced ITSM Business Systems Analyst (BSA) to support a major ticketing platform migration from Cherwell to Ivanti. This role will focus on analyzing existing system functionality, documenting workflows, and translating requirements into technical specifications for development teams. The ideal candidate has experience enhancing or configuring ticketing systems, strong documentation skills, and a solid understanding of IT Service Management (ITSM) processes. This is a highly visible initiative supporting modernization of the organization's service management platform and has strong potential to extend beyond the initial contract term.

Responsibilities:
* Analyze and document existing Cherwell ticketing system workflows, including service requests and incident processes
* Break down system functionality into detailed forms, fields, and workflow documentation
* Create technical specifications and documentation to support development of workflows in Ivanti
* Collaborate with developers and other BSAs to ensure accurate translation of system requirements
* Participate in functional testing and validation of ticketing system functionality
* Identify opportunities to improve or optimize ITSM workflows during the migration process
* Support ITSM best practices including incident, problem, and service requests

REQUIREMENTS:
* Experience working as a Business Systems Analyst or IT Business Analyst supporting ITSM platforms
* Proven experience enhancing, configuring, or improving ticketing systems (not just using them)
* Strong technical documentation and requirements gathering skills
* Experience analyzing and documenting system workflows and functionality
* Experience performing functional testing within enterprise systems
* Ability to clearly communicate technical concepts to both technical and business teams
* Strong problem-solving and analytical skills

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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