Talent.com
ITSM Analyst II
ITSM Analyst IIBDO USA, LLP • Grand Rapids, MI, US
serp_jobs.error_messages.no_longer_accepting
ITSM Analyst II

ITSM Analyst II

BDO USA, LLP • Grand Rapids, MI, US
job_description.job_card.variable_hours_ago
serp_jobs.job_preview.job_type
  • serp_jobs.job_card.full_time
job_description.job_card.job_description

Job Summary

The ITSM Analyst II continuously works to minimize the adverse effect of IT changes, incidents, and problems, and to proactively prevent the occurrence of IT incidents, problems and errors for firm partners and professionals. The ITSM Analyst II is involved with the configuration, maintenance, and support of the Configuration Management Database (CMDB). The ITSM Analyst II supports the discovery and validation of configuration items (CIs), and builds, supports, and reconciles the associated processes in alignment with strategic company objectives. Additionally, the ITSM Analyst II reviews and reports on key performance indicators (KPIs) and other business process benchmarks to ensure consistency and quality of IT service offerings and standardized compliance requirements.

Job Duties

  • Investigates critical and complex trending incidents identified as problems
  • Identifies incident root cause trends in event management outputs
  • Aids in problem investigations and root cause analysis in coordination with all IT departments, leaders, and pertinent stakeholders
  • Reviews changes for compliance, necessary detail, and possible impact to production environments
  • Assists in the creation and communication of change reports, and follows up on non-compliant changes
  • Assists in development of Configuration Management processes, procedures, and standards
  • Aids in the creation and maintenance of key performance indicators (KPIs) and metrics to improve Configuration Management
  • Ability to translate general highly technical concepts in business terms
  • Assists in implementation, maintenance, and process improvement of the Problem Management, Change and Configuration Management methodologies and processes
  • Assists in standardizing data collection documentation around ISO 27001, SOC 2 and other Firm IT certification compliance
  • Analyzes Incident data, metrics, and reports to identify opportunities for proactive problem management and process improvements
  • Documents incidents caused by change and identifies, assigns, and follows up on mitigation tasks
  • Reviews CMDB to ensure current CIs are mapped correctly and new CIs are discovered and added accurately
  • Remains current on latest ITIL methodologies and emerging trends, recommending ways to utilize new technologies in BDO environment
  • Learns and maintains a high level of knowledge of business line applications, workstation operating system and primary IT platforms and systems
  • Knowledgeable about project lifecycle processes and aids in recommending project demands to explore long-term problem mitigation
  • Reviews quality of known error problem records and related knowledgebase articles to ensure information is complete, accurate, and workarounds are effective
  • Evaluates resolutions to known issues and recommends best course of action to IT management
  • Provides root cause analysis reporting to IT management following problem management processes
  • Coordinates problem resolution across internal support groups, project teams, vendors, suppliers and customers, and escalates issues as needed to overcome roadblocks while accelerating the problem resolution lifecycle
  • Identifies operational, procedural, and technical opportunities to promote effective ITSM continuous improvement
  • Collaborates with the Service Desk team on active problem tickets to ensure accurate and effective level one responses
  • Creates technical documentation and FAQs for the knowledgebase
  • Other duties as required

Supervisory Responsibilities

  • N / A
  • Qualifications, Knowledge, Skills and Abilities

    Education / Experience :

  • Bachelor's degree in Computer Science, Information Systems with one (1) or more years of experience working within Problem, Change and / or Configuration management (CMDB)
  • Three (3) or more years of experience working within Problem, Change and / or Configuration management (CMDB) processes, required
  • Professional service firm experience, preferred
  • License / Certifications :

  • ITIL Foundation Certification, preferred
  • ITIL Expert Certification, preferred
  • Microsoft Certified IT Professional (MCITP), preferred
  • Software :

  • Proficiency in the use of Microsoft Windows 10 Operating System, preferred
  • Proficiency in the use of Microsoft Office Suite 2013 or higher, preferred
  • Proficiency in the use of ServiceNow, preferred
  • Language :

  • English, required
  • Other Knowledge, Skills & Abilities :

  • Ability to work after hours and weekends as needed
  • Strong analytical, organizational, and problem-solving skills
  • Ability to follow an issue through to its logical conclusion and elevate as necessary
  • Ability to work independently as well as part of a team
  • Excellent written communication skills, maintaining accurate documentation and technical authorship of complex documents
  • Excellent interpersonal and customer relationship skills
  • Ability to facilitate meetings efficiently and effectively
  • Ability to work in a deadline-driven environment while handling multiple complex projects / tasks simultaneously with a focus on details
  • Ability to work well under pressure while dealing with unexpected issues in a professional manner
  • Capacity to travel as needed
  • Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate's qualifications, experience, skills, and geography.

    National Range : $75,000 - $80,000

    Maryland Range : $75,000 - $80,000

    NYC / Long Island / Westchester Range : $75,000 - $80,000

    J-18808-Ljbffr

    serp_jobs.job_alerts.create_a_job

    Itsm Analyst • Grand Rapids, MI, US

    Job_description.internal_linking.related_jobs
    Compliance Analyst II

    Compliance Analyst II

    VirtualVocations • Grand Rapids, Michigan, United States
    serp_jobs.job_card.full_time
    A company is looking for a Compliance Analyst II responsible for supporting the Compliance Program and ensuring effective compliance in high-risk areas. Key Responsibilities Provide analysis, trai...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    IT Senior Manager

    IT Senior Manager

    VirtualVocations • Grand Rapids, Michigan, United States
    serp_jobs.job_card.full_time
    A company is looking for an IT Senior Manager to oversee technology solutions supporting finance strategies.Key Responsibilities Lead FSC related discovery, design, development, and deployment ac...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Business Analyst II

    Business Analyst II

    VirtualVocations • Grand Rapids, Michigan, United States
    serp_jobs.job_card.full_time
    A company is looking for a Business Analyst II to manage tasks associated with application implementation and support the Servicing team. Key Responsibilities Interpret vendor release notes and su...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    IT System Analyst

    IT System Analyst

    VirtualVocations • Grand Rapids, Michigan, United States
    serp_jobs.job_card.full_time
    A company is looking for an IT System Analyst - Operations Support.Key Responsibilities Provide technical support for warehouse and transportation management systems Serve as the primary contact...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Senior Healthcare Informatics Analyst

    Senior Healthcare Informatics Analyst

    VirtualVocations • Grand Rapids, Michigan, United States
    serp_jobs.job_card.full_time
    A company is looking for a Senior Healthcare Informatics Analyst to join their Clinical Informatics Team.Key Responsibilities Consult with business units and management to analyze and document bu...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    ITIL Architect

    ITIL Architect

    VirtualVocations • Grand Rapids, Michigan, United States
    serp_jobs.job_card.full_time
    A company is looking for an ITIL Architect to lead the transformation of Incident and Problem Management processes.Key Responsibilities : Lead the modernization of Incident and Problem Management ...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_hours • serp_jobs.job_card.promoted • serp_jobs.job_card.new
    Business Systems Analyst II

    Business Systems Analyst II

    VirtualVocations • Grand Rapids, Michigan, United States
    serp_jobs.job_card.full_time
    A company is looking for a Business Systems Analyst II to support the design and delivery of Order to Cash system solutions. Key Responsibilities Lead discovery, design, configuration, and testing...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    Epic HIM Analyst III

    Epic HIM Analyst III

    VirtualVocations • Grand Rapids, Michigan, United States
    serp_jobs.job_card.full_time
    A company is looking for an ITS Epic HIM Analyst III - Cadence Prelude Grand Central to work remotely.Key Responsibilities Plan, design, develop, train, implement, communicate, maintain / support, ...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    AVP Systems Integration

    AVP Systems Integration

    VirtualVocations • Grand Rapids, Michigan, United States
    serp_jobs.job_card.full_time
    A company is looking for an AVP, Systems Integration, Digital Banking.Key Responsibilities Serve as a technical lead for complex software projects, establishing standards for code quality and arc...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_hours • serp_jobs.job_card.promoted • serp_jobs.job_card.new
    Category Analyst II

    Category Analyst II

    VirtualVocations • Grand Rapids, Michigan, United States
    serp_jobs.job_card.full_time
    A company is looking for a Category Analyst II to support and grow product initiatives for all Kroger divisions.Key Responsibilities Develop and present fact-based category reviews and business u...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Credit Analyst II

    Credit Analyst II

    Fifth Third Bank • Grand Rapids, MI, United States
    serp_jobs.job_card.full_time
    Make banking a Fifth Third better.We connect great people to great opportunities.Are you ready to take the next step? Discover a career in banking at Fifth Third Bank. The Credit Analyst II is prima...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    VP IT Engineering and Operations Manager

    VP IT Engineering and Operations Manager

    Independent Bank Corporation • Grand Rapids, MI, US
    serp_jobs.job_card.full_time
    At Independent Bank we promote a culture that encourages professional growth and embraces the collective sum of your individual differences, life experiences, knowledge, innovation, self-expression...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    IRA / CD Operations Specialist II

    IRA / CD Operations Specialist II

    Fifth Third Bank • Grand Rapids, MI, United States
    serp_jobs.job_card.full_time
    Make banking a Fifth Third better.We connect great people to great opportunities.Are you ready to take the next step? Discover a career in banking at Fifth Third Bank. GENERAL FUNCTION : Independentl...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Lead IT Compliance Analyst

    Lead IT Compliance Analyst

    VirtualVocations • Grand Rapids, Michigan, United States
    serp_jobs.job_card.full_time
    A company is looking for a Lead IT Compliance Analyst (remote).Key Responsibilities Lead and manage the annual PCI DSS compliance program, including evidence collection and gap remediation Serve...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_hours • serp_jobs.job_card.promoted • serp_jobs.job_card.new
    Supervisor, IT Retail Tech Services

    Supervisor, IT Retail Tech Services

    SpartanNash • Byron Center, MI, US
    serp_jobs.job_card.full_time
    Retail Systems Team Supervisor.At SpartanNash, we deliver the ingredients for a better life through customer-focused innovation. We do this for our supply chain customers and U.In fact, we see a day...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    IT and Cybersecurity Director

    IT and Cybersecurity Director

    VirtualVocations • Grand Rapids, Michigan, United States
    serp_jobs.job_card.full_time
    A company is looking for a Director, SME - IT and Cybersecurity.Key Responsibilities Execute the Career Pathway vision by translating it into actionable plans and managing product health Maintai...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_hours • serp_jobs.job_card.promoted • serp_jobs.job_card.new
    Principal IT Analyst

    Principal IT Analyst

    VirtualVocations • Grand Rapids, Michigan, United States
    serp_jobs.job_card.full_time
    A company is looking for a Principal IT Analyst - Veeva Quality.Key Responsibilities Plan and implement enhancements and updates to the Veeva Vault Training application Collaborate with cross-fu...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_hours • serp_jobs.job_card.promoted • serp_jobs.job_card.new
    Senior IT Business Analyst

    Senior IT Business Analyst

    VirtualVocations • Grand Rapids, Michigan, United States
    serp_jobs.job_card.full_time
    IT Business Analyst, Data Analytics & Reporting.Key Responsibilities Gather, document, and analyze reporting requirements from business stakeholders Leverage expertise in SAP ERP and S / 4HANA to ...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    IT Operations Manager

    IT Operations Manager

    VirtualVocations • Grand Rapids, Michigan, United States
    serp_jobs.job_card.full_time
    A company is looking for an IT Operations Manager to oversee the management of its IT infrastructure.Key Responsibilities : Manage and optimize a hybrid IT environment including Windows Server, Of...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    VP IT Engineering and Operations Manager

    VP IT Engineering and Operations Manager

    Independent Bank Opportunities • Grand Rapids, MI, US
    serp_jobs.job_card.full_time
    VP IT Engineering and Operations Manager.Are you experienced in IT Operations Manager and looking to advance in your career? If so, we need you! At Independent Bank we promote a culture that encour...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted