ITSM Process Analyst (Active or Interim Secret Clearance Required)

Our client is looking for an experienced ITSM Process Analyst with an Active or Interim Secret Clearance to join their team. In this role, you will be responsible for analyzing, defining, and improving IT Service Management (ITSM) processes to enhance service delivery and operational efficiency. You will work closely with IT leadership to evaluate current processes, identify areas for improvement, and implement best practices that align with ITIL frameworks. As a subject matter expert, you will facilitate workshops, conduct training sessions, and support the adoption of new processes across the organization while ensuring compliance with security regulations.

****Must possess ITIL4 Managing Professional Certification and ITIL4 Foundations Certification (Note: Applicants who bridged from ITIL v3 Expert to ITIL4 MP must still have ITIL4 Foundations Certification). No exceptions****

Key Responsibilities:

• Analyze existing ITSM processes, identifying gaps and areas for optimization.
• Develop and document standard operating procedures (SOPs) for IT service management.
• Collaborate with cross-functional teams to implement improvements in service delivery.
• Facilitate training sessions and workshops to promote ITSM process understanding and adherence.
• Monitor the effectiveness of ITSM processes and recommend adjustments as necessary.
• Ensure ITSM processes comply with security requirements and organizational policies.
• Provide regular reports on process performance to stakeholders and management.

Requirements

• Active or Interim Secret Clearance is required.
• Bachelor's degree in IT, Business Administration, or a related field.
• 3+ years of experience in IT Service Management or a similar role.
• Strong understanding of ITIL principles and frameworks.
• Experience with process analysis, documentation, and improvement.
• Excellent communication and interpersonal skills for effective collaboration.
• Ability to train and mentor others on ITSM processes.
• Strong analytical and problem-solving skills.