TEKsystems · 11 hours ago
ITSM Analyst
Pittsburgh, PA
Full-time
Hybrid
Senior Level
$50/hr - $60/hrTEKsystems is a leading provider of business and technology services, seeking an ITSM Analyst to support their Enterprise Operations team. The role involves managing incidents, enhancing automation, and maintaining the Configuration Management Database while collaborating with technical teams and stakeholders.
Information Technology
Responsibilities
Support our clients Incident Manager to manage incidents across Operation and minimize business disruption
Coordinate across technical teams, vendors, and stakeholders and establish effective communication
Conduct post-incident reviews and root cause analysis
Identify patterns and propose improvements to reduce incident frequency
Enhance automation and monitoring to bring more reliability
Measure and improve customer satisfaction related to operational incidents
Assist in the development of processes and reporting to maintain accurate and up-to-date Configuration Management Database (CMDB)
Build a project plan to establish and rollout end-to-end service mapping to visualize infrastructure dependencies
Work our clients CMDB manager to develop the mapping and supporting processes; for rollout and ongoing maintenance
Work with both the technical team and stakeholders to build a project plan for rollout of service mapping
Work with the stakeholders to demo the service mapping feature and benefit
Lead the implementation of service mapping incrementally across critical applications/platform
Leverage CMDB and Service Maps to enhance incident management and improve our client's security posture
Develop reporting of the use and impact of Service Mapping within the organization
Qualification
Required
Strong ITSM/ITOM knowledge
Experience in Incident Management
Experience in Configuration Management
Experience with Service Mapping
Experience with ServiceNow
Process improvement skills
Ability to coordinate across technical teams, vendors, and stakeholders
Conduct post-incident reviews and root cause analysis
Identify patterns and propose improvements to reduce incident frequency
Enhance automation and monitoring to bring more reliability
Measure and improve customer satisfaction related to operational incidents
Assist in the development of processes and reporting to maintain accurate and up-to-date Configuration Management Database (CMDB)
Build a project plan to establish and rollout end-to-end service mapping
Work with CMDB manager to develop mapping and supporting processes
Work with stakeholders to demo the service mapping feature and benefit
Lead the implementation of service mapping incrementally across critical applications/platform
Leverage CMDB and Service Maps to enhance incident management and improve security posture
Develop reporting of the use and impact of Service Mapping within the organization
Preferred
Strong ITSM Analyst resource
Benefits
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Company
TEKsystems
At TEKsystems, they understand people. Every year they deploy over 80,000 IT professionals at 6,000 client sites across North America,
Founded in 1994
10001+ employees
H1B Sponsorship
TEKsystems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (46)
2024 (52)
2023 (33)
2022 (22)
2021 (36)
2020 (53)
Funding
Current Stage
Late StageLeadership Team
Ryan Skains
Vice President, TEKsystems Global Services
Recent News
Morningstar.com
2026-02-03
2025-11-19
2025-10-29
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