ITSM Systems Analyst

The ITSM Systems Analyst is responsible for maintaining and supporting IT Service Management solutions and processes. The Systems Analyst will work with the ITSM team to define services and partner with various stakeholders to evaluate and optimize the delivery of IT Services and Support provided by the ITSM team. The Systems Analyst is responsible for removing roadblocks, solving problems, and driving the ITSM strategy forward. They will facilitate changes and day to day management of the systems and processes they support and be responsible for reporting on the status of these systems as well as utilization and user activity metrics. This role will also be responsible for developing and supporting utilities and best practices for management and utilization of ITSM systems.

What you'll be doing:

• Support the planning, design, and implementation of ITSM processes through support of the ITSM toolset.
• Work with key process stakeholders to capture process policies, work instructions, and knowledge expertise.
• Assist with analysis, evaluation, and assessment leading to development of recommendations for process improvements, optimization, and/or development efforts for IT processes.
• Support evaluations and quality assessments for proper implementation of processes to meet quality standards.
• Work as a self-starter who delivers high quality work and can adapt to new challenges, either on their own or as part of a team.

What you'll need:

• Admin/Design Experience with Service Now or other ITSM Tools.
• Working knowledge of General IT Systems and ITSM processes.

• Relevant experience as an ITSM process analyst or roles of similar scope, type, and complexity.
• Good written and communications skills with the ability to clearly document and explain business processes.
• Understanding of basic IT tools such as Office365 Applications, Sharepoint Online, Teams.
• Understanding of ITSM Ticketing systems (Remedy, ServiceNow, JIRA) and application monitoring tools.

Bonus Points:

• ITIL or other IT Process Certification
• Familiar with DevOps (CI/CD) concepts.
• ISO/Compliance experience.

Company Benefits:

Our work environment is energetic, focused, fun, and collaborative. We've created a special culture where trust and transparency are the key and employees are empowered to make their own decisions. Our people are passionate about what we do and have an indomitable spirit to get things done. Everyone is a part of the big picture here.

First Orion has been voted a Great Place to Work with top rankings in every category! Learn more about what our employees have to say on our First Orion Glassdoor page!

At this time, we are not able to sponsor visas, such as H-1B, for this particular position, Project Manager. First Orion is interested in every qualified candidate who is eligible to work in the United States. First Orion's immigration sponsorship policy is applied in a nondiscriminatory fashion regardless of race, gender, ethnic origin, or any other classification protected by law. First Orion is an Affirmative Action and Equal Opportunity Employer.