ITSM/ITIL Analyst

DirectClient: Texas Health and Human Services Commission(HHSC)
Solicitation Number: 529501430
Title: ITSM/ITIL Analyst
Location: 4601 W. Guadalupe St. Austin, TX 78751
Duration: Until 8/31/2026 with possible extension
Last date for submission: June 24, 2025 (2.00 PM-CST)

Important Note: Position will be 3 days remote with 2 days (Tuesdays and Thursdays) required.

DESCRIPTION OF SERVICES:
Reviews, analyzes, and evaluates business systems and user needs. Formulates systems to parallel overall business strategies. Experienced with business process reengineering and identifying new applications of technology to business problems to make business more effective. Familiar with industry standard business process mapping, and reengineering. Prepares solution options, risk identification, and financial analyses such as cost/benefit, ROI, buy/build, etc. Writes detailed description of user needs, program functions, and steps required to develop or modify computer programs.

The configuration manager oversees the configuration management process, as a key function within the IT Service Management team, ensuring all configuration items (CI) are accurately documented and maintained. This individual is responsible for establishing and maintaining the configuration management plan and coordinating with various IT teams to enforce CM practices. Their work involves defining configuration identifications, managing configuration changes, and conducting reviews & audits to ensure compliance with HHS agency policies and standards. The configuration manager must ensure that CM tools and resources are used effectively. They act as a bridge between operations, infrastructure, applications, and ITSM teams to guarantee that everyone is aligned with the CM strategy

CANDIDATE SKILLS AND QUALIFICATIONS
Minimum Requirements:
Years Required/Preferred Experience
5 Required Advanced knowledge of ITIL configuration management principles and best practices; prior experience in developing and maintaining configuration management process & polices.
5 Required Excellent problem-solving and critical thinking skills and a strong attention to detail.
5 Required Experience supporting and maintaining CMDB platforms such as BMC Helix, ServiceNow, Atlassian, etc.
4 Required Performs regular configuration audits to verify their completeness, accuracy, and compliance with the CM plan and system objectives.
4 Required Responsible for verifying and auditing the configuration status and assists with configuration verification, to ensure that the CIs are consistent with their specifications and requirements.
4 Required 3-5 years of demonstrated work experience as a Configuration Manager or a similar role overseeing IT Service Management processes & standards.
4 Required ITIL 4 Foundation certification.