Service Management Analyst I, II, or III

Job Description:

Under direct supervision, provides a single point of contact for one or more Information Technology Service Management (ITSM) processes, configures service management applications, creates and analyzes metrics to understand process efficiency and adherence, and works with service owners for new, changing, and retiring services. Responsibilities include gathering requirements, workflow and process mapping, collaborating with team on developing models, specifications, and logic diagrams; planning, developing, testing and documenting service management software and customizing portions of purchased packages; and providing support to user departments on service management system.