IT Service Management (ITSM) Analyst Service Desk Plus Enterprise

IT Service Management (ITSM) Analyst Service Desk Plus Enterprise

Department: Information Technology

Reports To: IT Operations Manager or Director of IT Infrastructure and Operations

Position Summary

The ITSM Analyst is responsible for the configuration, maintenance, analysis, and continuous improvement of processes and workflows within Service Desk Plus Enterprise. This role ensures that IT service management processes are efficient, standardized, and aligned with ITIL best practices and organizational standards.

Key Responsibilities

• Configure and maintain Service Desk Plus Enterprise modules including Incident, Request, Change, Problem, and Asset Management.
• Design, analyze, and optimize service desk workflows, approval processes, SLAs, and automation rules.
• Maintain request templates, categories, escalation paths, notifications, and user roles.
• Analyze service desk data and develop reports and dashboards related to SLA performance, ticket trends, and backlog health.
• Identify opportunities for process improvement, automation, and operational efficiency.
• Ensure alignment with ITIL best practices and internal governance standards.
• Maintain accurate documentation, SOPs, and workflow diagrams.
• Collaborate with service desk staff, IT operations, and application teams to gather requirements and implement enhancements.
• Support Change Management and CAB workflows within the platform.
• Test and validate configuration changes prior to production deployment.

Required Qualifications

• Bachelor’s degree in Information Technology, Information Systems, or equivalent experience.
• 3–5+ years of experience in IT service management, service desk operations, or IT operations.
• Hands-on experience with Service Desk Plus Enterprise or similar ITSM platforms.
• Working knowledge of ITIL processes including Incident, Request, Change, and Problem Management.
• Strong analytical, documentation, and communication skills.

Preferred Qualifications

• ITIL Foundation certification or higher.
• Experience in healthcare, government, or other regulated environments.
• Familiarity with asset management and CMDB concepts.
• Experience creating dashboards and service performance reports.

Key Competencies

• Process analysis and optimization
• Attention to detail and consistency
• Data-driven decision making
• Collaboration and stakeholder communication
• Continuous improvement mindset