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Itsm Analyst Jobs (NOW HIRING)

Syntricate Technologies

ITSM Lead

Irving, TX · On-site

$160K/yr

Create and utilize analytics and insights through ITSM data to drive continuous improvement across all functions and regions * Oversee and manage critical incident response and day to day ITSM ...

Nastech Global

ITSM Lead

Atlanta, GA · On-site

Job Title: ITSM Lead Location: Atlanta, GA(Onsite) Job Type: Full Time Must Have Technical ... Strong analytical and data analysis skills. Bachelor's degree in computer science, information ...

Sidram Technologies

ITSM Consultant

Boston, MA · On-site

Experience with ManageEngine and/or ServiceChannel ITSM tools Strong understanding of ITIL processes (Incident, Problem, Change Management) Good troubleshooting and analytical skills Excellent ...

Ubertal Inc

ITSM Specialist

Boca Raton, FL · On-site

Analyze existing workflows, recommend enhancements, and implement efficiency improvements * Monitor ... Deliver training and guidance to IT teams on ITSM best practices * Update workflow states, validate ...

Maverick Payments

ITSM Lead

Calabasas, CA · On-site

... tools, analytics, and other value-add services. Maverick's team includes underwriting, risk ... The ITSM Lead to own the IT Service Management (ITSM) practice and lead the Helpdesk function. As ...

Sidram Technologies

ITSM Consultant

Boston, MA · On-site

Experience with ManageEngine and/or ServiceChannel ITSM tools Strong understanding of ITIL processes (Incident, Problem, Change Management) Good troubleshooting and analytical skills Excellent ...

AllSTEM Connections

Data Governance Analyst

Oakland, CA · On-site

$93K - $112K/yr

Senior Enterprise Performance & ITSM Analytics Lead Role Overview We are seeking a Senior Enterprise Performance & ITSM Analytics Lead to serve as the architect of our operational insight strategy.

JConnect Infotech

ITSM Lead

Atlanta, GA · On-site

Experience with ITSM tools and platforms (e.g., ServiceNow). * Excellent communication ... Strong analytical and data analysis skills. * Bachelor's degree in computer science, information ...

Maverick Payments

ITSM Lead

Calabasas, CA · On-site

$110 - $130/hr

... tools, analytics, and other value-add services. Maverick's team includes underwriting, risk ... The ITSM Lead to own the IT Service Management (ITSM) practice and lead the Helpdesk function. As ...

Freshworks

Senior Product Marketing Manager

San Mateo, CA · On-site

$137K - $180K/yr

Own analyst relations: Lead the PMM workstream for ITSM analyst briefings (Gartner, Forrester, IDC)-prep, narrative, and follow-through. * Be the expert: Serve as a subject matter expert and ...

Freshworks

Senior Product Marketing Manager

San Mateo, CA

$137K - $180K/yr

Own analyst relations: Lead the PMM workstream for ITSM analyst briefings (Gartner, Forrester, IDC)--prep, narrative, and follow-through. * Be the expert: Serve as a subject matter expert and ...

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Itsm Analyst information

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$49K

$88.6K

$123.5K

How much do itsm analyst jobs pay per year?

As of Jul 3, 2026, the average yearly pay for itsm analyst in the United States is $88,569.00, according to ZipRecruiter salary data. Most workers in this role earn between $64,000.00 and $99,500.00 per year, depending on experience, location, and employer.

What is an ITSM Analyst job?

An ITSM (IT Service Management) Analyst is responsible for managing and improving IT service delivery within an organization. They ensure that IT processes align with business needs, monitor IT service performance, and support incident, problem, and change management. ITSM Analysts often work with ITIL frameworks to enhance service efficiency and user satisfaction. They also collaborate with teams to investigate issues, implement best practices, and optimize IT workflows.

What are the key skills and qualifications needed to thrive in the Itsm Analyst position, and why are they important?

To thrive as an ITSM Analyst, you need a strong understanding of IT Service Management frameworks such as ITIL, analytical thinking, and problem-solving skills, typically supported by a relevant degree or professional certification. Familiarity with ITSM tools like ServiceNow, BMC Remedy, or Jira Service Management, as well as an ITIL Foundation certification, is often required. Excellent communication, stakeholder management, and organizational skills help you collaborate across technical and business teams. These skills and qualifications enable you to efficiently manage IT service processes, ensure compliance with best practices, and deliver continual improvements in service delivery.

What are some typical challenges an ITSM Analyst faces in their day-to-day work?

ITSM Analysts often face challenges such as aligning service management processes with evolving business needs, resolving complex incident and problem tickets, and ensuring consistent adherence to ITIL or other best-practice frameworks. They must also balance multiple stakeholder expectations while working within tight deadlines to maintain or improve service quality. Additionally, adapting to new technological tools and ongoing process changes can be demanding. However, these challenges make the role dynamic and provide excellent opportunities for professional growth and developing valuable expertise in IT operations and service improvement.

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Itsm Analyst jobs near you
ITSM Business Systems Analyst

ITSM Business Systems Analyst

Eliassen Group

Westlake, TX • On-site

$50 - $60/hr

Other

Medical, Dental, Vision, Life, Retirement

Posted 20 days ago

Job description

Description:
On-site Every Other Week onsite / 5 days in Westlake, TX or Merrimack, NH
Our client seeks an ITSM Product Analyst who supports the design, delivery, and continuous improvement of ITSM product platform capabilities. The role partners with product owners, platform engineers, and business partners to translate needs into requirements, user stories, and acceptance criteria. The analyst develops and executes test cases to validate functionality and platform quality standards while collaborating across technical and business teams.
Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.
Rate: $50.00 to $60.00/hr. w2
JN -93
Responsibilities:
  • Partner with business team members to capture, analyze, and document functional requirements.
  • Translate business needs into clear, actionable user stories with defined acceptance criteria.
  • Facilitate requirement refinement sessions with product owners, developers, and architects.
  • Identify process improvements and opportunities to simplify workflows within ITSM product platforms.
  • Develop and maintain high-quality user stories aligned to product roadmaps and sprint objectives.
  • Support backlog grooming and prioritization with the product owner.
  • Ensure stories are well-defined, testable, and ready for development.
  • Maintain documentation of requirements, process flows, and solution designs.
  • Develop detailed test plans and test cases based on functional requirements and user stories.
  • Implement functional, integration, and user acceptance testing activities.
  • Document defects and coordinate resolution with developers.
  • Validate that delivered capabilities meet acceptance criteria and business expectations.
  • Work closely with ITSM product developers and platform teams throughout the development lifecycle.
  • Participate in sprint ceremonies including planning, demos, and retrospectives.
  • Support release readiness activities and post-release validation.
  • Assist with documentation and knowledge transfer to operations or support teams.

Experience Requirements:
  • 3+ years of experience with ITSM products or similar enterprise platforms.
  • Experience capturing business requirements and translating them into user stories and acceptance criteria.
  • Experience writing and performing test cases and test plans.
  • Familiarity with Agile delivery frameworks.
  • Strong analytical and problem-solving skills.
  • Excellent written and verbal communication skills.
  • Proven experience collaborating with both technical and non-technical stakeholders.
  • Preferred: ITSM, ITOM, or ITAM platform experience.
  • Preferred: experience building monitoring event management and observability platforms.
  • Preferred: experience with AI software development tools such as GitHub Copilot.
  • Preferred: experience supporting UAT coordination and defect management.
  • Preferred: ITIL v4 certification.

Recruitment Transparency Notice

Eliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screening and hiring process. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team (, ) inviting you to complete a brief voice screening as part of your application process. These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made. The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group's use of these tools, including AI tools, as part of the application and hiring process.
Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.
W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:
When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.
If you have any indication of fraudulent activity, please contact .
About Eliassen Group:
Eliassen Group is a strategic consulting firm that helps organizations reach further and achieve more through our technology, business advisory, and life sciences solutions. For nearly 40 years, we have combined exceptional people, deep domain expertise, and intelligent capabilities to expand our clients' capacity and accelerate meaningful outcomes. We are driven by a purpose to positively impact the lives of our employees, clients, consultants, and the communities we serve.
Eliassen is committed to building a diverse and inclusive team from a variety of backgrounds, perspectives, and skills. We are an Equal Opportunity and Affirmative Action Employer and all employment decisions are based on merit, performance, and business needs. Eliassen does not discriminate on the basis of race, color, gender identity or expression, sexual preference or orientation, sex (including pregnancy, childbirth, and related medical conditions), marital status, creed, religion, physical or mental disability, genetic information, military or veteran status, age, ancestry, national origin, citizenship status, prohibited criminal record inquiries of applicants and employees, or any other category protected by federal, state, or local laws.
Don't miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!
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About Eliassen Group

Sourced by ZipRecruiter

Eliassen Group provides strategic consulting and talent solutions to drive our clients' innovation and business results. Our purpose is to positively impact the lives of our employees, clients, consultants, and the communities in which we operate. Leveraging over 30 years of success, our expertise in talent solutions, life sciences consulting, Agile consulting, cloud services, risk management, business optimization, and managed services enables us to partner with our clients to execute their business strategy and scale effectively. Headquartered in Reading, MA, and with offices from coast to coast, Eliassen Group offers local community presence and deep networks, as well as national reach.

Industry

It services

Company size

5,001 - 10,000 Employees

Headquarters location

Reading, MA, US

Year founded

1989

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