Job Description The Enterprise IT Service Management (ITSM) Analyst/Senior Analyst is responsible for the maintenance and daily activities as well as the Continual Service Improvement (CSI) of existing IT Service Management functions. This position owns and drives Major Incident bridges and Problem investigations to minimize critical service interruptions for the organization. Maintain and support Knowledge Management repository and monitor ageing tickets and service levels. This functional position also collaborates 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. The IT Service Management Analyst will report to the Manager of IT Response Management and interact 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: - Perform operational activities for Incident, Problem, 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. - Collaborate 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 monthly and 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. - Provide on-call rotation support during non-business hours for deployments, changes, or major incident response. Schedule: - Training Period (first 2-3 weeks): M-F, 8am-5pm ET - Standard Hours: Tues-Sat, 2pm-10:20pm ET OR Mon-Fri, 3am-11:30am ET. - The position will require work and support for international time zones. Location: Remote anywhere in the US - equipment provided Estimated Pay Rage: $15 - $19 / hour *The pay rate for this position may vary based on several factors, including but not limited to the candidate's qualifications, experience, certifications and location. Additionally, the final pay rate may be contingent upon the successful completion of pre-employment requirements such as background checks, drug testing, and physical examinations. We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) . To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements - 2+ years of experience with Major Incident Management, Change Management, and Problem Management. - 2+ years of experience working with and implementing the ITIL framework in an ITSM environment. - Experience working with ServiceNow - Ability to obtain a 6c Public Trust Clearance - ITIL Foundation Certificate in IT Service Management - Bachelors degree in computer science. - Experience facilitating Change Advisory Board (CAB) meetings. - Experience creating ITSM process documentation and process implementation. null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.