ITSM Analyst

CRI Advantage is looking for a dynamic IT Analyst to lead development, implementation, and maintenance of IT Service Management processes and procedures to ensure information systems products and service to meet organization standards and end-user requirement for our client.

This position is hybrid remote with preference giving to candidates in the Boise, ID area.

Responsibilities:

• Analyze IT Service Management requirements for Information Services.
• Develop comprehensive IT service management process flows across our core technologies (using visual model).
• Develop procedures and controls to communicate the process to IT staff and management.
• Maintain and improve procedures and controls to ensure ongoing adherence to IT SDLC Control objectives.
• Configure and administer ITSM management software.
• Monitor control process for defect-free software development and technology changes, ensuring that all process management requirements have been met before promotion to production.
• Develop effective metrics of various ITSM process. Report on compliance; monitor and escalate issues as necessary.
• Work with IT staff to track, resolve, and document complex software and technology defects and implementation problems found during the quality assurance or change management process. Report progress on problem resolution to management.
• Make recommendations to management regarding the acquisition and/or implementation of service management software and other software that increases information systems efficiency.
• Assure application systems are properly documented.
• Perform complex workflow analysis and recommend quality improvements.
• Work with Internal Audit team to provide evidence, update controls related to MAR Narrative, SOC Type I and II audits.
• Participate in the development of IT Standards.
• May administer quality assurance environment(s).
• May maintain a test data library for applications.
• May backup to (Service Now) Administrators pertaining to Change, Incident, Problem, and Asset Management.

Requirements:

• Bachelor’s Degree in Computer Science, Computer Information Systems, related field of study, or equivalent combination of education and work experience.
• Ability to develop reports and process metrics
• Ability to effectively lead cross-functional teams
• Ability to analyze and develop specifications and functional requirements
• Ability to develop process and application system documentation
• Knowledge of:

• IT Service Management methodologies

• Programming procedures

• Quality assurance methodologies

• System Development Life Cycle (SDLC)

• Testing procedures

Preferred Qualification:

• Experience using a specific methodology such as COBIT, ITIL, Lean, Six Sigma, or TQM

• Experience in administering IT Service Management software (i.e., ServiceNow)

• Certification as an Information Systems Auditor (CISA)

• Knowledge of Health Insurance business processes and requirements

Employee Job Functions

Employee Job Functions are physical actions and/or working conditions associated with the position. These functions may also constitute essential functions for the job position which the employee must be able to fulfill, with or without reasonable accommodation. The information provided below is to help describe the job so that the applicant has a reasonable understanding of the job duties/expectations. An applicant's ability to perform these actions will be discussed and workplace accommodations may be made on a case-by-case basis following an individualized assessment of the applicant and other considerations, including but not limited to any governing safety standards.

1. Stooping, kneeling, crouching, turning, and twisting - Never
2. Ability to reach, feel and handle items – Never
3. Moving about to accomplish tasks or moving from one work site to another - Never
4. Moderate noise (i.e., business office with computers, phone, and printers, light traffic) - Occasionally
5. Repeating motions that may include the wrists, hands and/or fingers - Occasionally
6. Operating motor vehicles - Never
7. Physical Demands – Sedentary work that primarily involves sitting/standing
8. Moving self in different positions to accomplish tasks in various environments including tight and confined spaces - Never
9. Ability to sit at a computer terminal for an extended period of time - Constantly
10. Adjusting or moving objects up to 25 pounds in all directions - Never
11. Communicating with others to exchange information - Constantly
12. Operating machinery and/or power tools - Never
13. Regular, predictable attendance is required - Constantly

Great things happen when you have the CRI Advantage!

CRI has a family-oriented company culture and is family-owned. Our management team believes employee growth is equally important to company growth and offers many types of learning opportunities. We work on unique projects including supporting missions involving national security, energy research, law enforcement, transportation, and health and welfare. We are headquartered in Boise, ID with offices in Idaho Falls and DC. Our corporate mission from the very beginning has been to make a positive difference in people’s lives.

CRI Advantage provides flexible benefit packages to fit employee and family needs. Benefits are effective from the first day of employment.

• Medical (PPO and HDHP plans), Dental, Vision, STD, LTD, Life and AD&D
• Access to Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Paid Time Off (PTO) accruals, Paid Holidays, and for some roles – sick leave
• 401(k) with employer match
• Employee Assistance Program (EAP)
• Discount Rewards Program
• Free technical and professional training with access to over 8,000 classes
• Credit Union Membership
• Employee Wellness Program

CRI Advantage is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. CRI Advantage is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request a reasonable accommodation, contact Human Resources at HR@criadvantage.com or 208-287-4120.