ITSM Systems Analyst

• Job Title - ITSM Systems Analyst
• Base Location – Southfield, Michigan (Hybrid)
• Duration – 12 months
• **Candidates local to Michigan are preferred**

Job Description :

• Position Overview
• We are seeking an experienced ITSM Systems Analyst to support the design, implementation, and continuous improvement of a Global Level 1 Service Desk within our Digital Experience organization.
• Reporting to the Technical Support Manager, this individual will partner with support teams, service owners, and business stakeholders to analyze support operations, develop knowledge resources, improve service management processes, and establish operational metrics that drive service excellence.
• The ideal candidate brings a blend of IT Service Management (ITSM), ServiceNow experience, process analysis, knowledge management, and strong documentation skills. This role will play a key part in helping establish a modern support organization that leverages automation, self-service capabilities, and AI-enabled support tools to improve both employee experience and operational efficiency.

• Key Responsibilities
• Service Desk Design & Operational Readiness
• Gather, document, and analyze business and operational requirements for a Global Level 1 Service Desk.
• Partner with technical support teams to identify support activities that can be standardized and transitioned to Level 1 support.
• Interview support personnel and stakeholders to understand current workflows, ticket handling procedures, and support responsibilities.
• Develop recommendations for support scope, escalation procedures, and service ownership models.
• Assist with the development and implementation of operating procedures for a newly established Level 1 support team.
• ITSM Process Analysis & Continuous Improvement
• Analyze ServiceNow incident, request, and task data to identify trends, opportunities for optimization, and candidate work suitable for Level 1 support.
• Review existing IT support processes and recommend improvements that increase efficiency, consistency, and service quality.
• Evaluate ticket routing, categorization, assignment groups, and escalation processes to improve operational effectiveness.
• Support continuous improvement initiatives aligned to ITIL and ITSM best practices.
• Knowledge Management & Documentation
• Develop and maintain Standard Operating Procedures (SOPs) for Service Desk operations.
• Create end-user knowledge base articles, self-service documentation, FAQs, and support guides.
• Document support processes and work instructions to enable consistent delivery and knowledge transfer.
• Establish and maintain knowledge management standards and content governance practices.
• Service Operations Support
• Perform hands-on ticket review, triage analysis, and routing validation activities.
• Assist in improving incident, service request, onboarding, and fulfillment workflows.
• Work with resolver groups to improve collaboration, escalation management, and ownership of support processes.
• Identify opportunities to improve first-contact resolution and reduce ticket handling times.
• Contact Center & Support Technology Requirements
• Gather and document requirements for telephony, omnichannel support, and contact center solutions used by the Level 1 Service Desk.
• Work with technical teams and vendors to evaluate service desk tooling and support platform capabilities.
• Document functional requirements for call routing, reporting, workforce management, self-service capabilities, and agent productivity tools.
• AI & Automation Initiatives
• Identify opportunities to leverage AI-powered support capabilities, including virtual agents, chatbots, knowledge recommendations, and automated ticket handling.
• Assist in defining requirements for AI-enabled employee support experiences.
• Evaluate opportunities to improve support efficiency through automation and intelligent self-service solutions.
• Partner with stakeholders to establish processes for effective adoption of AI-assisted support tools.
• Communications & Organizational Readiness
• Develop employee-facing communications supporting service launches, support model changes, and operational improvements.
• Create communication plans, FAQs, knowledge content, and awareness materials.
• Support change management and user adoption activities related to new support services.
• Metrics & Reporting
• Define key performance indicators (KPIs) and success metrics for the Global Service Desk.
• Develop reporting requirements and dashboards to measure operational performance and employee experience.
• Analyze service performance data and provide actionable recommendations to leadership.
• Support reporting related to service levels, customer satisfaction, ticket quality, first-contact resolution, knowledge utilization, and ticket deflection.

• Required Qualifications
• 3+ years of experience supporting IT Service Management (ITSM), Service Desk operations, technical support organizations, or process improvement initiatives.
• Hands-on experience with ServiceNow, including reporting, ticket analysis, workflow processes, and service management practices.
• Experience documenting business requirements, operational procedures, and process workflows.
• Strong knowledge of incident, request, problem, and knowledge management processes.
• Excellent written and verbal communication skills.
• Ability to work independently while collaborating across multiple technical teams and stakeholder groups.
• Strong analytical and problem-solving skills with attention to detail.

• Preferred Qualifications
• Experience supporting Service Desk transformations, service transitions, or operational readiness initiatives.
• Familiarity with ITIL principles and service management best practices.
• Experience creating knowledge base content and self-service support resources.
• Experience defining and developing operational metrics, KPIs, and dashboards.
• Experience with contact center, telephony, or customer support platforms.
• Familiarity with AI-powered support technologies, including virtual agents, chatbots, AI-assisted knowledge management, or intelligent ticket routing solutions.
• Experience using Microsoft 365 Copilot, generative AI tools, or similar AI productivity platforms to improve operational efficiency.

• Reporting Relationship
• This contractor position reports directly to the Technical Support Manager and will support Service Desk transformation, operational improvement, and Digital Experience initiatives across the organization.