ITSM Analyst

Description

As an ITSM Analyst, you will be the primary bridge between our intelligence community customer and our technical implementation teams. You will collaborate directly with senior stakeholders to analyze current business processes, identify service bottlenecks, and design a comprehensive, modern Service Catalog. Your work will directly shape how the organization requests, tracks, and delivers critical communication services. You will translate customer requirements into structured workflows and coordinate directly with a ServiceNow development team to bring these workflows to life, driving operational efficiency across the entire enterprise.

Responsibilities:

• Service Catalog & Workflow Design: Coordinate directly with the customer to design, build, and continuously refine a comprehensive Service Catalog and structured workflows for service requests, incidents, problems, changes, and projects.
• Stakeholder Engagement: Meet with senior stakeholders to gather operational requirements, present findings, deliver executive-level briefings, and build consensus on proposed process improvements.
• ServiceNow Coordination: Act as the primary liaison between the customer and the ServiceNow support/development team, translating business requirements into functional technical specifications, user stories, and acceptance criteria for implementation.
• Process Optimization: Analyze existing ITSM processes to identify areas for automation, simplification, and alignment with industry best practices (ITIL), ensuring a seamless user experience.
• Performance Metrics: Define, track, and report on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to demonstrate the value and efficiency of the newly implemented workflows.

Requirements

• ITSM Tool Familiarity: Strong working knowledge of ServiceNow, including a deep understanding of its core modules (ITSM, ITOM, and Strategic Portfolio Management) and capabilities.
• Communication: Exceptional verbal and written communication skills, with a proven ability to facilitate workshops, conduct requirements-gathering sessions, and present complex technical workflows to non-technical senior leaders.
• Analytical Skills: Strong analytical and problem-solving skills, with experience mapping complex, multi-departmental business processes into logical swim-lane diagrams or flowcharts.
• Familiarity with Microsoft 365 applications (SharePoint, Teams, Power Platform) for collaboration and project tracking.

Security Clerance:

• Active TS/SCI with CI poly clearance OR TS/SCI clearance with the ability to obtain a CI poly prior to starting.

Certifications:

• Active ITIL Foundation certification (v3 or v4) is required (higher-level ITIL Managing Professional or Strategic Leader certifications are highly valued).
• Security+ certification (or equivalent).

Desired:

• Domain Experience: Prior experience working within the Intelligence Community (IC) and understanding the unique operational security constraints of classified environments.
• Technical Familiarity:
  • Familiarity with Network Operations Centers (NOC), circuit management, unified communications, and enterprise communications infrastructure (LAN, WAN, UC) to better translate technical requests into ServiceNow workflows.
  • Active Net+, CCNA, or JNCIA certification highly favored
• Project Management: Familiarity with project management frameworks (e.g., PMP, CAPM) to assist in tracking workflow deployment lifecycles.

The Bison Group, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, genetic information, or protected veteran status and will not be discriminated against on the basis of disability. If you’d like to view a copy of the company’s affirmative action plan for protected veterans/individuals with disabilities or our policy statement, please email [email protected]. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected]. This mailbox is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails sent for this purpose will be returned. Emails left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

Disclaimer: This position offers a wage or salary range based on market data and internal pay policies. This range is a good-faith estimate and may vary depending on qualifications, experience, and other factors. We do not request or use prior compensation history in making employment decisions. Any voluntary disclosure of prior wage information may be considered to support a higher offer but will not be used to justify a lower offer.

The Bison Group offers benefit options including medical, dental, vision, life, disability insurance, and accrued PTO including vacation, sick leave and holidays.

The listed pay range serves as a general guideline rather than a guaranteed salary. Final compensation is determined by a variety of factors including, but not limited to, role-specific responsibilities; candidate qualifications such as education, skills, and mission-aligned experience; market data, business considerations, internal equity, and any applicable legal or bargaining agreements (if any).