Itsm Analyst

Purpose :

ITSM Analyst II is responsible for analyzing and improving business and technical processes and bridge the gap between business needs and technical requirements. This role collects and analyzes data, create process workflows and documentation, and implement solutions that will help boost process effectiveness and efficiency. He / She will also serve as technical lead for project initiatives related to User Account Administrative and Service Management. He / She will work closely with IT teams, service owners, and stakeholders to improve service delivery, monitor performance, and maintain compliance with best practices and established standards.

Essential Functions :

User Account Management

• Manage user accounts lifecycle in Active Directory, from creation, maintenance down to termination, including individual and group mail accounts and distribution list
• Maintain and perform routine account admin health checks on multiple applications and databases (e.g. SAP, Autoway, etc.).
• Improve onboarding and offboarding process
• Implement and enforce security policies, monitor threats, manage backup and recovery processes.
• Responsible for automations, process optimization and PoweShell scripting requirements.
• Responsible for Identity and Access Management
• Serve as point of contact for account admin technical escalations.
• Maintain SLA and audit compliance by the organization and the business units.
• Document and develop policies, best practices, procedures, user-facing guide and training materials.
• Develop reports to meet KPIs, SLAs, SLOs and project milestones.

ITSM Process Management :

• Analyze existing IT Service Management processes and provide recommendations for process optimization
• Possess a conceptual understanding of Infrastructure and Information Security
• Manage IT Service Management processes, such as Incident, SR, Change, and RCA.
• Monitor IT service performance through key metrics and SLAs (Service Level Agreements).
• Analyze the root causes of service disruptions and recommend solutions to section manager and related stakeholders.
• Develop broadcast announcements for planned and unplanned Service Management related events.

Process Improvement

• Facilitate internal and external workshops, training sessions, and awareness programs for ITSM best practices.
• Identify opportunities for process improvements and work with IT teams to implement enhancements.
• Conduct regular process reviews and audits to ensure compliance with ITSM policies.
• Audit response preparation and collaboration with multiple teams
• Generate regular reports and dashboards to track service health, trends, and areas for improvement.

Documentation and Knowledge Management :

• Maintain up-to-date documentation for ITSM processes, procedures, and guidelines.
• Manage the IT knowledge base to ensure accurate and accessible information is available to end-users and IT teams.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Requirements :

• Bachelor's degree in IT, Computer Science, or equivalent experience.
• 10+ years of experience in IT service management or a related IT role.
• Proficient in automation & scripting (e.g. PowerShell, VBS, or related tool)
• Proficient in Active Directory, Azure AD, SharePoint, Office 365
• Proficient in EndPoint and Security tools, such as Co-pilot, MS Intune, or related tool
• Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
• Experience with O365 : Excel, PowerPoint, Word, OneNote, SharePoint, Visio, etc.
• Conceptual understanding of JIRA or another equivalent tool.
• Ability to create and develop Run Books, DWIs, SOPs, RASCI (R&Rs), RCAs
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills for effective stakeholder engagement.
• Ability to manage multiple priorities and work in a fast-paced environment.
• Experience with data analysis and report generation.
• ITIL v3 / v4 Foundation or higher certification is preferred.
• Experience in implementing or optimizing ITSM processes.
• Skills

Servicenow, Itsm, Incident management, Itil service management, Change management, Management skills, Itil v3, itilv4, jira, bmc remedy, active directory, powershell scripting, Itil, Problem management, Process improvement

• Top Skills Details

Servicenow, Itsm, Incident management, Itil service management, Change management, Management skills, Itil v3, itilv4, jira,bmc remedy, active directory, powershell scripting

• Additional Skills & Qualifications

This person will be the point of escalation for all user accounts. This is a backfill of a supervisor who last day will be December 8th they would like this person to start as soon as December 1st.

• Experience Level

Experienced Level

• Job Type & Location

This is a Contract to Hire position based out of Fountain Valley, CA.

• Pay and Benefits

The pay range for this position is $50.00 - $75.00 / 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 fully onsite position in Fountain Valley,CA.

• Application Deadline

This position is anticipated to close on Dec 5, 2025.

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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.