ITSM Analyst

ITSM Analyst

Full Telework Role

ship Required

We have a new exciting telework role opening working with the Department of Energy! The ITSM analyst responsible for supporting information gathering, interviews and compiling the assessment of Service Management / Service Desk support required to provide both Request and Incident management in support of the user community support for approximately 8 applications. This position requires an understand of the ITIL fundamentals around work scope and workflow in support of these normal service desk support.

• Help in defining the operational metrics used to track and report delivery of services


• Understand Tier 1, 2 and 3 areas of responsibility, the normal workflow management, total ticket ownership and monitoring and measuring appliable metrics on service delivery.


• Uses qualitative and quantitative analytical skills to assess the effectiveness of project operations.


• Maintains project management related documents. Writes, updates, reviews, and submits contract deliverables.


• Responsible for the completion of contract deliverables assigned to the team, ensuring that they are accomplished within the prescribed time frame and funding parameters.


• Provide data migration plan support for migration of existing user ticket information from the existing legacy application over to Jira.


• Adheres to the project schedule and monitors changes in contract plans. Ensures the work scope, schedule and budget are well defined and maintained.


• Ensures project teams are following CMMI/AIMM processes, validation points and metrics are being collected, and the project is adhering to CMMI level 3 standards and processes.


• Gathers feedback and recommendations for management, and executes changes as directed.


• Partners with other team members to guarantee project success and customer satisfaction. Follows up on open actions items to ensure completion.


• Supports project management phases such as planning, execution, and result monitoring.


• Support interview and research activities associated with assessment of existing tools and processes in place today.

Minimum Qualifications

• Bachelor's Degree in Business, or related field or equivalent relevant experience.


• Working toward a PMP, CAPM or Scrum Master a plus.


• 2-5 years of experience working on projects/programs supporting Government Contracts.

Other Job Specific Skills

• ITIL Foundation certification desired


• Experience / exposure to Jira Management Services desired.


• Experience / exposure to Service desks or call centers with application support as a component.


• Excellent communication skills in working with technical and non-technical staff and the ability to develop and maintain collaborative relationships among all levels of an organization and with customers.


• Must be detail-oriented.


• Strong organizational and task management skills. Must demonstrate the ability to work under strict deadlines.


• Strong qualitative and quantitative analytical skills. Must exhibit good problem-solving and decision making skills.


• Must be capable of working in an environment that is demanding, sometimes stressful, and requires independent thinking, sometimes without direct oversight by management.


• A polished, professional demeanor with good interpersonal skills. Strong verbal, written, and presentation skills.


• Must have strong MS Office, to include Project and SharePoint, skills.


• Knowledge of CMMI/AIMM processes and standards preferred.

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