IT Service Management Analyst - Hybrid (atlanta, GA)

Information Technology Service Management (ITSM) Analyst

No other company in our industry is supercharging the way they work and serve their clients like OneDigital. Fresh thinking has always been the core of OneDigital's vision and growth strategy. It's how we stand out in our industry, it's how we stay competitive and resilient in a changing world. Most importantly, our innovative approach is helping more people do their best work and live their best lives. Innovation fuels our employee experience by making it easier to do your best work anytime, anywhere and from any device. And our tech-based products for clients are a game changer in our industry. If you thrive on change and innovation, OneDigital is the career choice for you.

Our Newest Opportunity: The Information Technology Service Management (ITSM) Analyst responsibilities include the implementation and management of ITSM policies and associated procedures and improvements of IT practices. The analyst is responsible for the deployment and evangelization of ITSM and its related processes: Change Management, Incident Management, Request Fulfillment, Problem Management, Configuration Management, Knowledge Management, etc. The ITSM Analyst will follow up and report on the adherence to the ITSM policies and processes and work with the Compliance Team and other IT leaders accordingly. This position will focus on documenting ITSM policies and procedures in relation to ITIL framework and SOC 2 compliance. This position requires experience with and expert knowledge of ITSM best practices within the ITIL framework, strong attention to detail, and the ability to collaborate and work across teams, with people at all levels of the organization.

Essential Duties and Responsibilities:

• Develop and improve IT Service Management procedures and processes including Change Management, Incident Management, Request Fulfillment, Problem Management, Configuration Management, Knowledge Management, etc.
• Enable continual service improvement through the effective use of metrics and key performance indicators.
• Participate in and lead when needed technical calls for major incidents and outages.
• Drive root cause analysis and corrective action completion across IT; help eliminate disruption of services and improve day-to-day operations using validated problem analysis and tracking all elements of the RCA to closure.
• Maintain an orderly workflow according to priorities.
• Assist the ITSM Lead and team in ensuring the internal and external partners adhere to compliance policies and procedures.
• Identify opportunities for ITSM process improvements.
• Liaise with appropriate Process Owners, Service Owners and Managers throughout the service management lifecycle to ensure appropriate introduction of new services and a fully informed and trained Service Desk team.
• Facilitate ITSM process design, creation, implementation, and improvement.
• Ensure compliance to IT standards and policies.
• Creates and maintains detailed process documentation.
• Prepare agenda and lead weekly Change Advisory Board (CAB) meetings and apply Change Management policies, procedures, best practices to perform controlled tasks and preventative measures to limit incidents.
• Engages and works closely with various Technical Operations and Engineering organizations to help socialize and communicate ITSM policies, processes, and tools.
• Follow up and report on the adherence to the ITSM policies and processes and work with the Compliance Team and other IT leaders accordingly.
• Regular review of changes for adherence to compliance.

Qualifications, Skills and Requirements:

• 4+ years of ITSM practiced experience within ITIL V3/V4 framework
• 2+ years of experience as an ITSM Change or Problem Manager for a mid to large size organization Knowledge of and experience with SOC2, SOX, PCI, or other compliance certifications
• ITIL v3/v4 Foundation Certification a plus
• Project management skills a plus

• Excellent written and verbal communication skills

Education, Training and Experience:

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field is required.
• 4+ years of ITSM practiced experience within ITIL V3/V4 framework
• 2+ years of experience as an ITSM Change or Problem Manager for a mid to large size organization Knowledge of and experience with SOC2, SOX, PCI, or other compliance certifications
• ITIL v3/v4 Foundation Certification a plus
• Project management skills a plus
• Excellent written and verbal communication skills

Other:

• Building and maintaining productive working relationships
• Customer/Quality focus
• Teamwork/Collaboration
• Proven strong sense of initiative and tenacity
• Industry knowledge
• Process mentality
• Adaptability and Positive Attitude
• Analytical Ability and Decision Making
• High Energy/Fast Paced
• Strong attention to detail

The typical base pay range for this role nationwide is $80,000 to $90,000 per year. Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company's performance. We also offer eligible employees health, wellbeing, retirement, and other financial benefits, paid time off, overtime pay for non-exempt employees, and robust learning and development programs. You will receive reimbursement of job-related expenses per the company policy and may receive employee perks and discounts.

OneDigital is an equal opportunity employer. Not only as a matter of standard, but to honor and celebrate our differences. We believe that the power of ONE starts with you. We are committed to cultivating and preserving a culture that celebrates diversity, insists on equity and inclusion, and connects us. Ensuring our people feel seen, valued, respected, and supported is fundamental to our core values and business goals.

OneDigital provides equal employment opportunities to all employees and applicants for employment regardless of their: veteran status, uniformed servicemember status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics) or any other category protected by federal, state or local law (collectively, "protected characteristics"). A copy of the Federal EEO poster is linked here.

Pursuant to local Fair Chance Ordinances, we will consider qualified applications with arrest or conviction records for employment. For applicable candidates, the following ordinances are linked here to inform you of your rights as an applicant:

• City and County of San Francisco
• City of Los Angeles
• County of Los Angeles

Employment decisions shall comply with all other applicable federal, state and city/county laws prohibiting discrimination in employment. OneDigital complies with all criminal history inquiry [or 'ban the box'] laws in California, Connecticut, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New Mexico, Oregon, Rhode Island, Vermont and Washington.

In short, we believe in hiring the most qualified applicant for the position, regardless of background. If you have questions about our hiring policies and practices, we would be happy to discuss upon receiving your application. We hope to welcome you to OneDigital and look forward to hearing from you.

OneDigital understands the immense responsibility and opportunities provided by Artificial Intelligence. We utilize advanced Artificial Intelligence [AI] technologies to enhance our recruitment process. This includes using AI to filter candidates based on their qualifications and to rediscover potential candidates from our existing applicant pool. Our AI systems help us efficiently identify the best fit for our open positions, ensuring a streamlined and effective hiring experience. However, AI does not replace the humans in our process. If you have concerns about our use of AI, you may opt out where laws allow.

Thank you for your interest in joining the OneDigital team!