ITSM Analyst II

Job Summary:

The ITSM Analyst II continuously works to minimize the adverse effect of IT changes, incidents, and problems, and to proactively prevent the occurrence of IT incidents, problems and errors for firm partners and professionals. The ITSM Analyst II is involved with the configuration, maintenance, and support of the Configuration Management Database (CMDB). The ITSM Analyst II supports the discovery and validation of configuration items (CIs), and builds, supports, and reconciles the associated processes in alignment with strategic company objectives. Additionally, the ITSM Analyst II reviews and reports on key performance indicators (KPIs) and other business process benchmarks to ensure consistency and quality of IT service offerings and standardized compliance requirements.

Job Duties:

• Investigates critical and complex trending incidents identified as problems
• Identifies incident root cause trends in event management outputs
• Aids in problem investigations and root cause analysis in coordination with all IT departments, leaders, and pertinent stakeholders
• Reviews changes for compliance, necessary detail, and possible impact to production environments
• Assists in the creation and communication of change reports, and follows up on non-compliant changes
• Assists in development of Configuration Management processes, procedures, and standards
• Aids in the creation and maintenance of key performance indicators (KPIs) and metrics to improve Configuration Management
• Ability to translate general highly technical concepts in business terms
• Assists in implementation, maintenance, and process improvement of the Problem Management, Change and Configuration Management methodologies and processes
• Assists in standardizing data collection documentation around ISO 27001, SOC 2 and other Firm IT certification compliance
• Analyzes Incident data, metrics, and reports to identify opportunities for proactive problem management and process improvements
• Documents incidents caused by change and identifies, assigns, and follows up on mitigation tasks
• Reviews CMDB to ensure current CIs are mapped correctly and new CIs are discovered and added accurately
• Remains current on latest ITIL methodologies and emerging trends, recommending ways to utilize new technologies in BDO environment
• Learns and maintains a high level of knowledge of business line applications, workstation operating system and primary IT platforms and systems
• Knowledgeable about project lifecycle processes and aids in recommending project demands to explore long-term problem mitigation
• Reviews quality of known error problem records and related knowledgebase articles to ensure information is complete, accurate, and workarounds are effective
• Evaluates resolutions to known issues and recommends best course of action to IT management
• Provides root cause analysis reporting to IT management following problem management processes
• Coordinates problem resolution across internal support groups, project teams, vendors, suppliers and customers, and escalates issues as needed to overcome roadblocks while accelerating the problem resolution lifecycle
• Identifies operational, procedural, and technical opportunities to promote effective ITSM continuous improvement
• Collaborates with the Service Desk team on active problem tickets to ensure accurate and effective level one responses
• Creates technical documentation and FAQs for the knowledgebase
• Other duties as required

Supervisory Responsibilities:

• N/A

Qualifications, Knowledge, Skills and Abilities:

Education/Experience:

• Bachelor's degree in Computer Science, Information Systems with one (1) or more years of experience working within Problem, Change and/or Configuration management (CMDB)

OR

• Three (3) or more years of experience working within Problem, Change and/or Configuration management (CMDB)processes, required
• Professional service firm experience, preferred

License/Certifications:

• ITIL Foundation Certification, preferred
• ITIL Expert Certification, preferred
• Microsoft Certified IT Professional (MCITP), preferred

Software:

• Proficiency in the use of Microsoft Windows 10 Operating System, preferred
• Proficiency in the use of Microsoft Office Suite 2013 or higher, preferred
• Proficiency in the use of ServiceNow, preferred

Language:

• English, required

Other Knowledge, Skills & Abilities:

• Ability to work after hours and weekends as needed
• Strong analytical, organizational, and problem-solving skills
• Ability to follow an issue through to its logical conclusion and escalate as necessary
• Ability to work independently as well as part of a team
• Excellent written communication skills, maintaining accurate documentation and technical authorship of complex documents
• Excellent interpersonal and customer relationship skills
• Ability to facilitate meetings efficiently and effectively
• Ability to work in a deadline-driven environment while handling multiple complex projects/tasks simultaneously with a focus on details
• Ability to work well under pressure while dealing with unexpected issues in a professional manner
• Capacity to travel as needed

Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate's qualifications, experience, skills, and geography.

National Range: $75,000 - $80,000
Maryland Range: $75,000 - $80,000
NYC/Long Island/Westchester Range: $75,000 - $80,000