Itsm Analyst

Job Description: The ITSM Analyst is responsible for designing, implementing, and continuously improving IT Service Management (ITSM) processes to ensure reliable, efficient, and well-governed technology services. The position emphasizes practical execution by translating business requirements into clear, actionable processes, driving adoption and ensuring services are delivered effectively and consistently. Collaborating closely with the CIO, business stakeholders, and partners, the role drives ITIL-based process maturity while building strong partnerships, maintaining simplicity, and promoting long-term sustainability. ESSENTIAL JOB FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions: Lead Application Portfolio Management, including inventory, rationalization, health assessments, lifecycle planning, and cost-benefit analyses to optimize the application landscape. Own and mature Change Management processes, including risk assessment, approval workflows, scheduling, and post-implementation reviews. Support the development, maintenance, and testing of Disaster Recovery and business continuity plans; coordinate annual testing and improvements. Manage vendor relationships and performance, including contract/SLA reviews, issue escalation, and service brokering for cost-effective delivery. Conduct process analyses, needs/risk assessments, and facilitation sessions to identify and implement technology/process improvements. Coordinate IT services and solutions to ensure a seamless experience for stakeholders. Monitor ITSM initiatives, provide status updates, and resolve issues for business and IT leadership. Support ITSM tool implementation/administration as needed for process enablement. Analyze ITSM metrics and develop reports, dashboards, and scorecards to provide visibility into service performance, application health, change success, and recovery readiness. Facilitate meetings and workshops to gather requirements, build consensus, and align solutions with business priorities. Ensure ITSM processes support consistent, high-quality service delivery for both resident and partner-facing technology services. OTHER DUTIES: This job description does not cover all activities, duties, or responsibilities required. Duties may change at any time with or without notice. During emergencies or natural disasters, the partner may be required to remain on duty for the event duration. WORKING RELATIONSHIPS Internal: Reports directly to the CIO. Works closely with the IT team, business stakeholders, and end users to understand operations, strategies, requirements, and priorities. This is an individual contributor role focused on processes, facilitation, and partnership-building. Does not have direct supervisory responsibility but plays a key role in influencing process adoption and driving accountability across IT and business stakeholders. External: Regular interaction with vendors/service providers for performance management, contract brokerage, and issue resolution. Participates in professional groups and communities to stay current with ITSM and ITIL best practices. JOB REQUIREMENTS EDUCATION & EXPERIENCE: Bachelor's degree in Information Technology, Business, or related field (or equivalent with 4+ years experience). 4-8 years in IT operations, service management, or process improvement. Demonstrated experience in Application Portfolio Management, Change Management, and/or Disaster Recovery planning. Hands-on exposure to ITIL 4 frameworks and Microsoft 365 environments. Proven facilitation of cross-functional teams, needs/risk assessments, and process adoption in partnership with stakeholders. Experience in small-to-mid-sized IT organizations, with healthcare experience highly desirable. Demonstrated ability to deliver practical solutions in a fast-paced, service-oriented environment. Relevant Certifications for this position may include the following: ITIL 4 Foundation (required) ITIL 4 Practitioner (Change Enablement, Service Design, or IT Service Continuity) ServiceNow Certified System Administrator or ITSM Specialist Microsoft 365 Certified: Fundamentals or Administrator Associate ITIL 4 Specialist: Create, Deliver & Support KNOWLEDGE, SKILLS AND ABILITIES REQUIRED: Strong ITIL 4 knowledge, especially Service Portfolio, Change Enablement, and IT Service Continuity. Excellent analytical, problem-solving, and facilitation skills to turn complex processes into actionable, practical steps. Superior English-language oral/written communication; ability to engage stakeholders, build partnerships, drive consensus, and educate on process/technology solutions.