Job Description

IT SERVICE MANAGEMENT ANALYST

JOB TITLE:                                                      IT SERVICE MANAGEMENT ANALYST (ITSM)

JOB CODE:                                                     ISMANLST

REPORTS TO:                                                  MANAGER, ITSM LOCATION:                                                        AZ OR CO

MINIMUM STARTING MONTHLY RANGE:       $5,359

HIRING RANGE (MONTHLY PAY):                   $6,667 - $7,500 

FULL-TIME / PART-TIME                                 FULL-TIME 

EXEMPT / NON-EXEMPT                              EXEMPT

RISK DESIGNATION:                                       LOW

SUMMARY The IT Service Management (ITSM) Analyst is responsible for the maintenance and daily activities as well as the Continual Service Improvement (CSI) of existing IT Service Management functions. This functional position works collaboratively with various teams to process change requests, coordinate Change Advisory Board (CAB) approvals, schedule changes and manage the overall end-to-end Change Management lifecycle. This position also supports Major Incident response and Problem investigations to minimize critical service interruptions for the organization. The IT Service Management Analyst will report to the Manager of IT Service Management and Business Applications and interacts heavily with other Contexture teams. In some instances, this role will help guide other sections within the organization to implement and manage ITSM processes and ensure ITIL best practices are followed. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Performs operational activities for Change Management and other existing IT Service Management functions
• Schedules, plans, facilitates, and documents all Change Advisory Board (CAB) meetings
• Assists in the development of all aspects of new IT Service Management functions, including and not limited to functional requirements gathering, documentation, system/tool design, measure and reporting, audit plan, training, and organizational roll out
• Collaborates with all applicable teams to ensure alignment between ITSM processes and the business workflows that they support 
• Monitors the efficacy of established ITSM processes using trend analysis, adherence tracking, and automated reporting.  Reports findings to Manager of ITSM & Business Applications for feedback/action
• Assists with documentation and administrative support for Major Incident response and Problem Management investigations
• Compiles ITSM reports on a quarterly and as needed basis for leadership
• Works with applicable teams to coordinate training on established ITSM pillars, and is responsible for ensuring all training documentation is accurate and up to date. This includes but is not limited to employee onboarding, annual training and system training. 
• Creates and updates ITSM process documentation, including and not limited to user guides, policy documents, process flows, and training materials
• Using available data, works to propose, implement, communicate, and organize roll out of Continual Service Improvements of established IT Service Management functions
• After hours work may be necessary to support after hours deployments, changes, or major incident response
• Performs other related duties as assigned

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SKILLS

• Familiarity with Change Management processes and controls
• Ability to clearly articulate understanding of Problem, Change and Major Incident Management processes
• Intermediate analytical and deductive reasoning skills 
• Strong facilitation and conflict management skills 
• Strong written, verbal, and group communication skills
• Self-motivated to work effectively, independently, and with others in a collaborative, deadline-sensitive environment
• Ability to multi-task and effectively balance the needs of multiple initiatives in parallel
• Exceptional attention to detail
• Highly organized
• Experience in document development, with demonstrated writing, editing, formatting, and proofreading skills
• Able to work in a dynamic, fast paced environment, and keep pace with organizational changes
• Creativity and flexibility in managing multiple issues simultaneously
• Experience with healthcare systems is a plus

EDUCATION/EXPERIENCE

Minimum of 2+ years of IT service management with proven results. Bachelor’s degree in Computer Science or related field. ITIL ® Foundation Certificate in IT Service Management.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. 

As a federal contractor, Contexture is subject to the requirements of U.S. Executive Order 14042. As such, Contexture is legally required to ensure that all employees are fully vaccinated for COVID-19 as a condition of employment, unless the employee is legally entitled to an accommodation. 

The position may  require occasional availability for after-hours work, outside of regularly scheduled hours.

The position may require ability to periodically drive to and from clients, conferences and / or events; and / or limited travel. 

This position is expected to be exposed to, process, or handle sensitive information including but not limited to Protected Health Information (PHI), Personally Identifiable Information (PII), financial information, etc. As such, the holder of this position is expected to comply with all applicable laws, regulations, organizational policies, and compliance expectations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The person in this position needs to frequently communicate and exchange information and move about inside the office to access file cabinets, office machinery, etc. Must be able to remain in a stationary position 50% of the time. Constantly operates a computer and other office productivity machinery, such as a keyboard, monitor, calculator, copy / scanner machine, and printer. Frequently moves office and work-related material weighing up to 10 pounds; Occasionally moves office and work-related material weighing up to 30 pounds. 

REASONABLE ACCOMMODATIONS MAY BE MADE TO ENABLE INDIVIDUALS WITH DISABILITIES TO PERFORM ESSENTIAL FUNCTIONS. 

_NOTE:  __This job description is not intended to be an exhaustive list of all duties, responsibilities and / or qualifications associated with the job. _

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BENEFITS:   The organization provides a comprehensive benefits package. For details, please request a Benefit Summary from Human Resources. 

_The organization is an inclusive EQUAL OPPORTUNITY EMPLOYER. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or other status protected by law or regulation. _