ITSM Analyst

Incident, Problem & Change Analyst (ITSM)

8 Month Contract

Mahwah, NJ (Onsite)

The Incident, Problem & Change Analyst plays a key role in guiding IT transformation by managing the impact, risk, and communication of IT change activities. The role also serves as Process Owner for Change Management, Operational Readiness (OR), and AVS Administration.

Key Responsibilities

• Evaluate how changes impact Client processes, systems, operations, and people
• Develop and implement strategies for communication, training, and support of the Change Management process (CM)
• Identify and mitigate risks and issues with subject-matter experts and stakeholders
• Engage stakeholders at all levels during Change Request assessments
• Prepare and distribute meeting notifications, agendas, minutes, and organizational communications
• Plan, develop, and conduct training for Change Management processes and tools (e.g., Service Management Center/ServiceNow)
• Track, report, and create dashboards for Change progress and metrics
• Plan, coordinate, and facilitate CAB meetings; approve moderate/high-risk and emergency changes
• Collaborate with Incident/Problem Management Team to identify trends and improve processes
• Guide and track Operational Readiness (OR) requirements for deployments
• Administer Application Visibility System (AVS) processes and track configuration item compliance
• Apply knowledge of Incident, Problem, and Knowledge Management workflows
• Support weekly activities including CAB prep/facilitation, emergency change assessments, hotline support, SMC guidance, AVS administration, OR facilitation, and SMC development