ITSM Process Analyst

We are looking for a proactive and user-focused ITSM Process Analyst whose key focus will be preparing our ITSM environment for AI integration by optimizing taxonomy, improving data quality, and enabling streamlined workflows. The ideal candidate will be passionate about simplifying service interactions and driving operational excellence through thoughtful ITSM enhancements.


Responsibilities:

· Analyze IT ticket data to identify patterns, inconsistencies, and areas for improvement in categorization, tagging, and resolution documentation.

· Design and deliver reports that highlight the impact of process and taxonomy enhancements, enabling stakeholders to quantify value-added outcomes such as improved resolution efficiency, data quality, and user experience.

· Contribute to process improvement initiatives by identifying opportunities to enhance ticket taxonomy, enabling more accurate ROI analysis aligned with leadership’s strategic goals.

· Propose process and ITSM changes to improve data quality and usability, expanding insights for proactive operations objectives and automation opportunities.

· Conduct UX reviews of IT service catalog searchability and track improvement progress.

· Collaborate with quality management and service desk teams to translate system improvements into SOP documents for service desk training.

· Develop and maintain progress reports to improve operational visibility of taxonomy gaps and optimization initiatives.

· Facilitate user acceptance reviews of proposed taxonomy changes with IT staff and analyze feedback.

· Collaborate with project management and IT teams to analyze opportunities for intelligent ticket routing, predictive analytics, and virtual agent integration.

· Define and maintain reporting specifications that outline required data fields, taxonomy attributes, and metadata elements to support analytics-driven validation of data quality and classification improvements.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

· 3+ years of experience in ITSM, service operations, or process analysis.

· Experience in ticket taxonomy design, service categorization, and ITSM optimization (ServiceNow preferred).

· Strong understanding of ITIL framework (ITIL v4 certification preferred).

· Minimum 2 years of data analytics experience with ServiceNow or other ITSM system.

· Proficiency in data visualization tools and dashboard development (Power BI, Tableau, etc.).

· Deep understanding of IT service operations and delivery challenges.

· Passion for improving IT staff workflows and end-user experience.

· Empathy, creativity, and ability to envision perspectives and challenges of both technical and non-technical users.

· Excellent analytical, documentation, and communication skills.

· Bachelor’s degree in Information Technology, Computer Science, Human-Computer Interaction, or related field. Specialty experience and/or certifications will be considered in lieu of education.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.