ITSM Analyst

Job Title: ITSM Analyst
Job Location: Carmel, IN
Industry: Energy

Job Description:
We are seeking a detail-oriented ITSM Analyst to support IT Service Management processes with a primary focus on Change Management, Asset Management, and ServiceNow ticket/workflow administration.
This individual will play an important role in ensuring that IT changes are properly documented, executed, and validated. The position will involve reviewing completed changes, investigating discrepancies identified through automated software and server change detection tools, and following up with technical teams to ensure changes were implemented correctly and in accordance with established processes.
This is a highly process-driven role requiring strong attention to detail, excellent follow-up skills, and the ability to manage a significant volume of ServiceNow requests and tickets.

Responsibilities

• Review completed and closed IT changes to ensure they were properly executed and documented.
• Validate changes to software, servers, and other IT environments against approved change records.
• Investigate discrepancies identified through automated systems that detect changes within the IT environment.
• Work with engineers, infrastructure teams, application teams, and other technical stakeholders to verify and resolve change-related issues.
• Follow up with individuals and teams responsible for implementing changes to ensure required actions and documentation are completed.
• Manage and work through a growing backlog of ServiceNow tickets and requests.
• Support IT Asset Management processes, including Software Asset Management (SAM) and Hardware Asset Management (HAM).
• Review asset-related requests and ensure information within ServiceNow is accurate and properly maintained.
• Maintain detailed and accurate records of activities, findings, and follow-up actions.
• Ensure adherence to established ITSM, Change Management, and Asset Management processes.
• Identify recurring issues, process gaps, or documentation deficiencies and escalate them appropriately.
• Communicate effectively with technical and non-technical stakeholders regarding outstanding requests, changes, and required actions.

• Experience working with ServiceNow in an ITSM environment.
• Understanding of IT Service Management processes and workflows.
• Experience with or exposure to Change Management processes.
• Strong attention to detail and the ability to identify inconsistencies or discrepancies.
• Excellent organizational and follow-up skills.
• Ability to manage multiple requests and priorities in a high-volume environment.
• Strong written and verbal communication skills.
• Comfortable working with technical teams, including infrastructure, server, software, and application teams.
• Ability to follow established processes while independently investigating and resolving issues.

Best-In-Class-Benefits
We are in the people business; treating people right is our ONLY priority. Theoris Services consultants are full-time employees with full benefits, including:
• Robust Health Insurance
• 401(k) plan
• PTO
• Paid holidays

About Theoris:
Our goal is to Fuel Your Career! As a Theoris team member, you join a culture based on people-centered values and an environment that fosters both personal and professional growth. We build long-term relationships with our clients and our consultants. With over 30 years of building strong relationships in the industry, we’re uniquely positioned to make the right connections. This knowledge is used to find the right job placement. Our recruiting teams are experts dedicated to the information technology and engineering staffing space and are highly respected.