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:

Balancing the work-life flow is key to health and happiness! That is why we offer one of the most competitive packages in our industry with open PTO, company paid holidays, Flex Fridays and flexible work arrangements. We strongly value the health and wellness of our teammates and through our state-of-the-art fitness center, full-time personal trainer on staff, and fitness classes (both in person and remote), we're helping our teammates reach their wellness goals while at work. Add on generous health and dental/vision options, retirement plans, learning and development programs, career path frameworks, tuition reimbursement, company options and bonus potential you have many ways to take advantage of a comprehensive benefits package that means the most to you!

Learn More About First Orion:

First Orion helps businesses generate more revenue, increase efficiency, and improve the customer experience by empowering them to brand their phone calls with their name, logo and reason for calling. We are the market leader in branded communications technology, and a trusted partner to Fortune 500 companies and the largest U.S. mobile carriers.

• 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 and watch our People First Diversity Statement/Video.
• First Orion Culture Cornerstones are at the core of everything we do here.

Disclosure:

First Orion is an Affirmative Action and Equal Opportunity Employer. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties and responsibilities may change at any time with or without notice, based on the changing needs of our business. At this time, we are not able to sponsor visas, such as H-1B, for this particular position. 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.