ITSM Analyst – Hybrid!!


Strategic Staffing Solutions


Strategic Staffing Solutions is currently looking for ITSM Analyst for a contract opportunity with one of our largest clients!

Candidates should be willing to work on our W2 ONLY.

Job Title: ITSM Analyst-# 235317

Role Type: W2 only

Duration: 4 months and possibility to extend

Schedule: Hybrid- 6- 10 times a month onsite, rest of the days remote.

Location: Bolingbrook, Illinois

Key Skills: Cherwell ITSM, ITIL best practices

Job Description/Responsibilities:


  • Resolve ITSM support issues
  • Provide proactive recommendations to maximize system use and usability.
  • Process Improvements across all ITSM functions
  • Maintain system documentation, logs and work instructions.
  • Create custom solutions, dashboards, analyze and distribute reporting data regarding service level commitments for Business and IT service owners.
  • Partner with stakeholders to leverage system metrics and identify business value, automation and process improvement opportunities.
  • Manage SLAs, OLAs, KPIS, reports, metrics, for ITSM processes, scorecards, and performance plans identifying trends and aligning with the business needs.
  • Analyze, design, maintain, audit, integrate, and promote service management processes such as Incident, Problem, Change, Knowledge and Asset Life Cycle Management, Production Release Management, Service Catalog Management, Vendor Contact Management, Business Process Management, and Configuration Management (CMDB), research and present best practices using ITIL as a guiding framework. Drive for continuous improvements and ensure teams are following the processes.
  • Write or revise program documentation, operations documentation, user guides and training manuals for client’s ITSM processes, tool and assist in training Associates.
  • Perform other duties as assigned.


  • Preferred knowledge and understanding of Cherwell ITSM, but not necessary.
  • Knowledge and understanding of how ITSM can enable operations to become more efficient and effective
  • 3 to 5 years’ experience in of technical support with knowledge and ability to implement ITIL best practices for Incident Management, Problem Management, Change Management, Service Catalog Management, and Configuration Management which includes 2 years’ experience of process improvements
  • Ability to demonstrate strong analytical, group facilitation, relationship management and problem-solving skills
  • Ability to diagnose application, software and hardware problems in person and remotely
  • Excellent verbal and written communication skills
  • Must be creative, organized, detail oriented, and able to assimilate information quickly
  • Project management experience a strong plus
  • Flexibility of providing support during odd hours, weekends, and peak seasons
  • Emphasis on customer service
  • Ability to effectively interact with internal and external business partners
  • Must be proactive, self-directed, detailed and organized
  • Must have understanding of current information technology with an ability to conceptualize solutions to business problems in the most effective and cost-efficient manner
  • Able to follow-up, follow through and deliver quality and timely results
  • Able to manage and prioritize complex issues in integrated enterprise environment and meet deadlines.
  • Ability to demonstrate strong administrative skills with effectiveness in developing tasks and managing resources to achieve target dates
  • Demonstrated ability to effectively balance multiple responsibilities which may frequently change

Job ID: JOB-235317
Publish Date: 03 May 2024

Tagged as: ITSM Analyst - Hybrid!!