ITSM Process Analyst

Responsibilities: Coordinate and improve Incident and Service Request Management as part of broader ITSM efforts. Develop, coordinate, administer, update, and submit change requests to maintain workflows in the Ticket Management System (Service Now), and recommend system enhancements for hardware, software, processes, and procedures to improve ITSM operations. Collaborate with stakeholders to update Ticket Management System configurations and enhance functionality. Review, recommend, and revise a set of classifications for incident categorization, with government participation and approval. Enhance and maintain self-help/self-service request capabilities, enabling users to resolve standard issues independently (e.g., password resets, hardware/software requests, licenses, account provisioning, and account management).Support the change management process in accordance with customer policies and procedures. Participate in change management meetings, as required. Collaborate with government stakeholders and technical teams to assess, review, and implement changes. Provide impact analysis, risk assessment, and post-implementation review for changes.

Preferred Requirements: COMP TIA Sec + Certification