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IT Process Analyst
Excellerent Technology Solutions Inc —United States
- Contract
- 5 years
- Mid-level
- Organizational skills
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IT Process Analyst

Excellerent Technology Solutions Inc -
United States

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Job Details

Contract

Qualifications

Data visualization software proficiency
IT asset management
IT service management
Incident management software
Reporting and dashboarding tools
Help desk systems
Problem management
Defect tracking tools
Cross-functional collaboration
Cross-functional communication
Excel data analysis

Full Job Description

Overview

We are seeking a highly capable IT Process Analyst (Contractor) to support a large financial services client undergoing organizational changes within their IT leadership team. As they work to hire a permanent Service Delivery Manager, this contractor will step in to support IT operations, streamline processes, and reduce backlog across core ITSM functions.

The ideal candidate brings strong knowledge of IT Service Management (ITSM), hands-on experience with service delivery processes, and excellent documentation and reporting skills. This role will work closely with the IT Director and operational teams to improve process efficiency, visibility, and service performance.

Key Responsibilities

ITSM Process Support
- Analyze, document, and optimize IT service processes (incident, problem, change, request, asset management)
- Collaborate with team leads to standardize workflows and improve consistency across IT functions
- Help define and track service level agreements (SLAs) and operational KPIs
Reporting & Metrics
- Develop and maintain dashboards and performance reports focused on SLAs, ticket volumes, resolution times, and customer satisfaction
- Provide insights and recommendations for continuous improvement
Change & Problem Management
- Coordinate change requests and assist in maintaining the change calendar
- Document root cause analyses and problem remediation actions
Asset Lifecycle Support
- Support IT asset inventory and lifecycle tracking, including procurement, deployment, and decommissioning processes
- Assist with audits and compliance documentation related to asset management
Knowledge & Documentation
- Create and update standard operating procedures (SOPs), process documentation, and internal knowledge base articles
- Assist in maintaining the IT service catalog and user-facing documentation
Collaboration & Operational Support
- Work with Help Desk, Desktop Support, and Infrastructure teams to gather requirements, clarify workflows, and resolve process gaps
- Support coordination of vendor performance tracking and contract adherence as needed

Required Qualifications

3 5+ years of hands-on experience supporting IT Service Management (ITSM) operations
Strong understanding of ITSM best practices (e.g., incident, change, problem, request, and asset management)
Proficiency in Excel (pivot tables, charts, data analysis) and service delivery reporting
Familiarity with ITSM tools such as ServiceNow, Jira, Cherwell, or similar
Excellent written and verbal communication skills
Strong organizational skills and attention to detail
Ability to work onsite and collaborate cross-functionally with IT and business stakeholders

Quick Apply

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