Information Technology Service Management Analyst

3 days ago


El Paso County, United States Compunnel Inc. Full time

Key Responsibilities

  • Perform analysis, configuration, testing, maintenance, and troubleshooting for the ITSM platform.
  • Document, administer, and coordinate the ITSM platform, acting as a subject matter expert.
  • Evaluate and implement process optimization using KPIs, root cause analyses, and trends.
  • Design and configure reports, dashboards, and portals to support operational needs.
  • Provide guidance on system configuration and assess the impact of processes across various organizational levels and system modules.
  • Analyze and support JavaScript, HTML, and other scripting languages to maintain and enhance the ServiceNow application.
  • Manage business services and configuration item relationships within the ITSM platform.
  • Develop and modify Service Catalog workflows, including approval mechanisms.
  • Configure and manage Service Level Agreements (SLAs).
  • Assess customizations and identify opportunities to revert to out-of-the-box functionality.
  • Evaluate and align ServiceNow capabilities with organizational use cases.
  • Oversee ITSM platform release cycles and coordinate testing with project teams and end-users.
  • Identify and scope platform enhancements, defining acceptance criteria.
  • Provide training and support to end-users and staff on ITSM platform functionality.


Ideal Candidate Profile

  • Strong analytical, communication, and documentation skills.
  • Highly organized with the ability to manage multiple tasks effectively.
  • Proven experience in configuring ServiceNow to support incidents, requests, changes, problems, knowledge, and portal management.
  • Familiarity with ITIL principles; ITIL certifications are valued but not mandatory.


Preferred Qualifications

  • Hands-on experience with JavaScript, HTML, and scripting within the ServiceNow ecosystem.
  • Expertise in configuring reports, dashboards, and workflows within the ITSM platform.
  • Knowledge of ServiceNow release management and system upgrade best practices.


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