IT Service Management (ITSM) Analyst

General Purpose :

The ITSM Analyst is responsible for the administration, configuration, and optimization of the organization's IT Service Management (ITSM) system and processes, including the Configuration Management Database (CMDB), and Knowledge Base.

This position leverages in-depth knowledge of ITIL best practices to optimize incident and problem management processes, ensure data accuracy and completeness within the CMDB, and maintain a comprehensive Knowledge Base.

Coordinates with IT directors and managers to continuously improve support processes.

Essential Duties / Responsibilities :

• ITSM Administration Serve as the primary administrator for the ITSM system, managing user access, roles, and permissions, configure and customize ITSM modules to support the CMDB and Knowledge Base requirements, and collaborate with stakeholders to identify and implement enhancements to ITSM functionality.
• CMDB Administration Lead the configuration, maintenance, and optimization of the CMDB within the ITSM, ensure data accuracy and completeness by defining and enforcing Configuration Item (CI) standards and relationships, and implement and maintain CMDB processes and procedures in alignment with ITIL best practices.
• Knowledge Base Administration Develop and maintain a comprehensive Knowledge Base - documenting solutions, procedures, and troubleshooting guides, regularly update knowledge articles to reflect changes in technology and business processes and promote self-service capabilities by creating user-friendly documentation.
• Incident and Problem Management Provide senior-level support for incident and problem resolution by conducting root cause analysis for recurring incidents and collaborating with other IT teams to implement preventative measures.
• Change Management Participate in change management activities, assessing the impact of proposed changes on the CMDB and Knowledge Base, and coordinating with change management teams to ensure accurate CMDB updates before and after changes are implemented.
• Training and Documentation Develop training materials and conduct sessions for both new and existing IT Service Desk Personnel on CMDB, and the Knowledge Base.

Additionally, identify areas of deficiencies and provide targeted training to address gaps in technical knowledge or skills.

Create comprehensive documentation outlining CMDB, and Knowledge Base procedures and standards to ensure consistent understanding and adherence across the team.

Continuous Improvement Proactively identify opportunities for process improvements and automation for the Service Desk and within the CMDB and Knowledge Base workflows.

Implement enhancements to increase efficiency, accuracy, and compliance with industry standards and best practices.

Competencies :

• Functional / Technical Expertise Understands necessary information, processes, and procedures to carry out job responsibilities.
• Customer Orientation Views the firm through the eyes of the customer and goes out of their way to anticipate and meet customer needs.
• Communication Recognizes the essential value of continuous information exchange.
• Team Player Team oriented; maintains composure and is adaptable to the changing needs of the team.
• Results Orientation Maintains appropriate focus on outcomes and accomplishments.

Job Qualifications (Education, Experience and Certification) :

Bachelor’s degree in Information Technology, Computer Science, or a related field, with 6-8 years of technical support experience, including at least 2-3 years in a senior-level role.

Alternatively, a high school diploma with 10-12 years of technical support experience in a similar senior-level capacity.

• ITIL certified.
• Strong proficiency in an ITSM system ServiceNow preferred.
• Skilled in using and applying the concepts and best practices of the CMDB and knowledge base - ServiceNow preferred.
• Solid understanding of incident, problem and change processes.
• Operating Systems : Windows, macOS.
• Cloud Services : Azure.
• Remote Access Tools : TeamViewer, Remote Desktop Protocol (RDP).
• Collaboration Platforms : Microsoft Teams.
• Scripting and Automation : PowerShell.
• Hardware : Desktops, laptops, etc.
• Mobile Device Management : Microsoft Intune.
• Endpoint Management : Microsoft Endpoint Configuration Manager (MECM)
• Proficiency in Microsoft Office (Word, Outlook, Excel).
• Technical Proficiency : Advanced troubleshooting techniques across various hardware and software systems.
• Problem-solving : Ability to identify and resolve complex technical issues efficiently.
• Communication : Excellent verbal and written communication skills to interact with users and team members effectively.
• Customer Service : Strong customer service orientation with a focus on providing exceptional support experiences.
• Analytical Thinking : Capacity to analyze technical problems, identify patterns, and propose long-term solutions.
• Documentation : Proficiency in creating and maintaining technical documentation, including FAQs, and troubleshooting guides.
• Time Management : Efficiently manage workload and prioritize tasks to meet deadlines and SLAs.
• Attention to Detail : Thoroughness in diagnosing issues and documenting solutions accurately.
• Ability to maintain confidentiality.

Physical Requirements :

• While performing the duties of this position, the employee must have the ability to sit, stand and / or walk for extended periods of time;
• manipulate (lift, carry, move) weights of at least ten (10) pounds; have repetitive wrist / hand / finger movement to work on a computer and / or related office equipment;

speak clearly and concisely so listeners can understand; and regularly understand the speech of another person.

The physical demands described here are representative of those that must be met by this position to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment :

Professional office atmosphere. Sedentary work that primarily involves sitting or standing for prolonged periods. Position may require occasional off-hour meetings and events.

The work environment characteristics described here are representative of those this position may encounter while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Note : This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job.

However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

Holland & Hart offers of employment take into consideration a candidate’s education, training, and experience, as well as the position's work location, external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees.

A discretionary bonus may be available based upon performance. The Colorado salary range is $64,236 - $107,060 / year.

The application window is anticipated to close on or after Friday, July 19, 2024.

Holland & Hart works hard to promote work / life balance with a -hour scheduled work week for most staff employees, a robust wellness program, and generous PTO and holiday pay for eligible employees.

Full-time employees become eligible for benefits on the date hire, with a benefits offering that includes medical, dental, vision, life, AD&D, EAP, STD, and LTD.

Also available are voluntary income protection benefits such as supplemental life, accident, critical illness, and long-term care insurances, as well as a 401(k)-retirement plan with a company match.

In addition, the firm has programs that may provide for educational assistance, free or discounted legal services, and opportunities through the Holland & Hart Foundation, which is a non-profit organization dedicated to creating volunteer opportunities for lawyers, staff, families, and friends of Holland & Hart LLP.

Part-time employees may have access to some of these benefits, which may be on a pro-rated basis