Associate ITSM Analyst

As part of the Strategic Development and Capability Enablement team, you will participate in every aspect of our program development process, which includes estimating, technical design, implementation, documentation, testing, deployment, and administration. As a member of the team, you will take direction from the principal on these types of activities: configure and implement customized SharePoint solutions to meet business needs; develop dashboards to track performance, outcome, and process metrics and analyze key data; plan, schedule, and manage the release of software and website updates; configure, test, and manage content in our Learning Management System (currently KP-Learn/Cornerstone), Percipio and Articulate; and participate in research and support functions. The software application landscape within the group spans many technologies that include:

§Building SharePoint sites with SharePoint Designer and Adobe tools

§Using PowerBI and Tableau to create dashboards and other reporting tools

§Using the Cornerstone testing environment and Articulate 360

§Using Lucid, PowerPoint, Excel, Word, and other productivitiy tools while implementing best practices

This individual contributor is primarily responsible for supporting ITSM process implementation and executing and maintaining designated ITSM processes.

• Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.


• Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.


• Supports ITSM process and/or service implementation for designated ITSM initiatives under the guidance of more senior analysts by assisting in the documentation of process and/or service requirements and acceptance criteria.


• Assists in the preparation of release notes, training materials, and documentation in appropriate repositories.


• Assists in the development and implementation of performance metrics and measurement tools.


• Supports ITSM process and/or service improvement efforts for designated initiatives under the guidance of more senior analysts by participating in the documentation and maintenance of ITSM processes, services, and/or procedures.


• Assists in the research of business needs to support the identification of gaps or deficiencies in new and existing processes, services, and service portfolios.


• Educates peers on the effective use of designated ITSM processes and/or services and supporting tools.


• Collects and reports process and/or service performance metrics and data.


• Identifies deficiencies with metrics according to established policies, practices, and standards as appropriate.


• Follows ITSM policies and procedures.