ITSM Business Systems Analyst

RESPONSIBILITIES:
Kforce has a client in Maryland Heights, MO that is seeking an ITSM Business Systems Analyst with extensive experience in enhancing and updating ticketing systems. The ideal candidate will have hands-on experience with Cherwell and Ivanti, and a deep understanding of IT Service Management (ITSM) principles. This role involves analyzing Cherwell items, documenting processes, performing system functional testing within Ivanti, and reconfiguring/redocumenting systems to improve efficiency and functionality.

Key Responsibilities:
* Analyze Cherwell items and provide detailed documentation of current system functionalities
* Perform system functional testing within Ivanti, ensuring all processes and workflows are accurately tested and validated
* Identify pieces of functionality, break them down into forms, fields, and workflows
* Reconfigure and redocument existing systems to enhance and streamline operations
* Differentiate between incidents and problems, applying appropriate solutions and documentation practices
* Collaborate with cross-functional teams to gather requirements and implement system enhancements
* Document new and updated processes in a style suitable for development in Ivanti

REQUIREMENTS:
* ITIL certification is not required, but nice to have
* Proven experience in enhancing and updating ticketing systems, not just utilizing them
* Strong documentation skills with the ability to articulate technical concepts clearly and concisely
* Experience with system functional testing within Ivanti
* Familiarity with system migrations and ITSM principles
* Ability to analyze and break down system functionalities into detailed forms, fields, and workflows
* Comfortable working with any ticketing system, with a preference for experience in Cherwell and Ivanti
* Strong problem-solving skills with the ability to differentiate between incidents and problems effectively

Bonuses:
* ITIL certifications
* Familiarity with migrations
* ITSM experience

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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