As an ITSM Analyst, you will be the primary bridge between our intelligence community customer and our technical implementation teams. You will collaborate directly with senior stakeholders to analyze current business processes, identify service bottlenecks, and design a comprehensive, modern Service Catalog. Your work will directly shape how the organization requests, tracks, and delivers critical communication services. You will translate customer requirements into structured workflows and coordinate directly with a ServiceNow development team to bring these workflows to life, driving operational efficiency across the entire enterprise.
Responsibilities:- Service Catalog & Workflow Design: Coordinate directly with the customer to design, build, and continuously refine a comprehensive Service Catalog and structured workflows for service requests, incidents, problems, changes, and projects.
- Stakeholder Engagement: Meet with senior stakeholders to gather operational requirements, present findings, deliver executive-level briefings, and build consensus on proposed process improvements.
- ServiceNow Coordination: Act as the primary liaison between the customer and the ServiceNow support/development team, translating business requirements into functional technical specifications, user stories, and acceptance criteria for implementation.
- Process Optimization: Analyze existing ITSM processes to identify areas for automation, simplification, and alignment with industry best practices (ITIL), ensuring a seamless user experience.
- Performance Metrics: Define, track, and report on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to demonstrate the value and efficiency of the newly implemented workflows.
Requirements
- ITSM Tool Familiarity: Strong working knowledge of ServiceNow, including a deep understanding of its core modules (ITSM, ITOM, and Strategic Portfolio Management) and capabilities.
- Communication: Exceptional verbal and written communication skills, with a proven ability to facilitate workshops, conduct requirements-gathering sessions, and present complex technical workflows to non-technical senior leaders.
- Analytical Skills: Strong analytical and problem-solving skills, with experience mapping complex, multi-departmental business processes into logical swim-lane diagrams or flowcharts.
- Familiarity with Microsoft 365 applications (SharePoint, Teams, Power Platform) for collaboration and project tracking.
Security Clerance: - Active TS/SCI with CI poly clearance OR TS/SCI clearance with the ability to obtain a CI poly prior to starting.
Certifications: - Active ITIL Foundation certification (v3 or v4) is required (higher-level ITIL Managing Professional or Strategic Leader certifications are highly valued).
- Security+ certification (or equivalent).
Desired: - Domain Experience: Prior experience working within the Intelligence Community (IC) and understanding the unique operational security constraints of classified environments.
- Technical Familiarity:
- Familiarity with Network Operations Centers (NOC), circuit management, unified communications, and enterprise communications infrastructure (LAN, WAN, UC) to better translate technical requests into ServiceNow workflows.
- Active Net+, CCNA, or JNCIA certification highly favored
- Project Management: Familiarity with project management frameworks (e.g., PMP, CAPM) to assist in tracking workflow deployment lifecycles.
The Bison Group offers benefit options including medical, dental, vision, life, disability insurance, and accrued PTO including vacation, sick leave and holidays.
The listed pay range serves as a general guideline rather than a guaranteed salary. Final compensation is determined by a variety of factors including, but not limited to, role-specific responsibilities; candidate qualifications such as education, skills, and mission-aligned experience; market data, business considerations, internal equity, and any applicable legal or bargaining agreements (if any).
