ITSM Business Analyst

Description The soft skills are most important - communications/social skills, fit with the team, attitude, ability to manage many different tasks, etc. They also need to have some experience as an analyst and ideally working in IT/development, where ServiceNow is ideal. Responsible for the development, administration, and continual process improvement of Information Technology Service Management (ITSM) and other core business processes. Strong analytical skills are employed to understand business drivers, processes, and needs in order to design effective solutions. Effective communication skills are essential. Ensures that ITSM processes are flexible and support the business and operational needs and are in compliance with industry best practices. Maintains an understanding of business strategies, needs and capabilities. Records and tracks key metrics to report on trends, recommend changes and mitigate problems as they arise. Position-Related Responsibilities Establish and maintain documentation of procedures, processes, and reports concerning IT Service Management (ITSM), Governance, Risk and Compliance (GRC) and other UNS business areas. Provide and evaluate KPI/Metric information and standardized reporting on a scheduled basis together with unscheduled reporting. This may include compliance reports on current software, assets, and configuration items (Cl)s and their status; evaluation of usage analytics and operational data; and performing trend analyses. Perform verification and audit of CMDB content and other operational data in addition to quality assurance spot checks. Support data surety efforts of UNS hardware, software and contracts. Day-to-day management of Discovery and maintenance of CIs and assets inventory, including dependencies and attributes, making sure that modifications are correctly recorded within current change process. Partner with Business areas to conduct assessment of current state of ITSM and other business processes and determine improvement strategies. Identify specific training needs, promote use of the change process, and address any deviation detected. Assist in the preparation of training documents and training related to ITSM and other business processes. Document applicable business process techniques and procedures currently in use and provide updates as needed within standardized documentation. Design, build and maintain the ITSM and other business Strategies, and lead Service Data Modelling. Lead strategic efforts to implement ITSM and other business areas process improvement efforts and coordinate as needed with Process Owners and Managers. Assess maturity of business processes and assess the effort required to provide business value through continuous improvement efforts. Research industry best practices and collaborate with internal stakeholders to incorporate decisions into organizational practices. Utilizes the Agile mythology and other project management techniques to develop project plans and track progress to optimize project resources. Additional Skills & Qualifications Knowledge, Skills & Abilities (Equivalent combination of education and experience will be considered.) ITSM Analyst I: Minimum Requirements: High school diploma or GED. Two years of post-high school education, or equivalent practical experience. Broad-based business knowledge including project management, research, report preparation, and IT Service Management concepts. Strong business and technical analytical skills required, including a thorough understanding of how to interpret customer business needs and translate them into technical and operational requirements. Project management skills including ability to multitask, prioritize, set and meet deadlines, work independently, and perform tasks with emphasis on accuracy and attention to detail. Strong competency in the use of PC software applications and work management system(s) (demonstration of skills may be required). Demonstrated ability to communicate effectively with all business areas; including listening, speaking and business writing with respect, empathy and clarity. Ability to handle sensitive information and internal procedures in the strictest of confidence. Preferred Requirements: Bachelor's degree in Information Technology or related discipline. ITSM tool experience (e.g. ServiceNow, Maximo, Remedy) ITIL Training or certification Broad knowledge of the utility industry or operational technology ITSM Analyst II: Minimum Requirements: Two to four years of experience in ITSM or business analysis. Proficient interpretation of business processes, strategic goals, business objectives and IT standards. Demonstrated proficiency in understanding basic interconnection of ITSM practices. Proven ability to do complex evaluations and analyses. Strong data management experience with compliance emphasis. General knowledge of current ITSM best practices and technologies. Shows ownership and accountability for continuous process improvement. Job Type & Location This is a Contract position based out of Tucson, AZ. Pay And Benefits The pay range for this position is $30.00 - $45.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Tucson,AZ. Application Deadline This position is anticipated to close on Nov 9, 2025. > About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems And TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.