ITSM Analyst

Job Description

Summary/Function:
We are seeking an experienced IT Service Management (ITSM) Analyst to join our growing team. This position will be responsible for defining, implementing, administering, and maintaining our ITSM processes and solutions, including the development of Jira Service Desk. This includes monitoring, analyzing, proposing remediation, and reporting (KPIs/KRIs) on IT service delivery. The candidate will work closely with the IT Service Desk, IT Application Support, IT Management, and business stakeholders to ensure that IT services are delivered and reported on efficiently.

Experience and Skills

Qualifications:
* Bachelor’s degree in Computer Science or equivalent combination of education, technical certifications, or experience.
* ITIL certification preferred, training offered.
* 2 years’ experience in developing or delivering ITSM solutions including incident management, request management, problem management, IT asset management, and configuration management database (CMD). Experience with Jira Service Desk preferred.
* Experience with proactive and reactive support of complex computer platforms and integrations in a mid-sized or large business environment.
* Working knowledge and experience interpreting, modifying, and creating detailed quality assurance documentation and ITSM procedures.
* Ability to understand application security roles and segmentation of duties.
* Excellent communication skills, both oral and written.
* Communicate in a clear and service-oriented manner. Use appropriate, professional language and grammar to effectively exchange ideas and information with executives and business leaders.
* Strong Microsoft Office working knowledge, including the use of Microsoft Teams.
* Ability to follow and understand changing industry rules and compliance requirements.
* Ability to identify technology gaps and research solutions and approaches to mitigate gaps.
* Ability to work closely with different groups, departments, and managers to establish short-term and long-term plans for support, reporting, and service needs.
* Project management experience beneficial, but training will be provided.
* Consistently treat others with respect and maintain professional attitude and behavior.
* Experience working in a team-oriented, collaborative environment.
* Highly self-motivated and self-directed.
* Organized and detail oriented.
* Follows policies and procedures while maintaining client confidentiality.

Duties:
* Implement and maintain ITSM processes and solutions in line with industry best practices.
* Monitor, analyze, and propose remediation for common issues and requests to ensure service level agreements are met.
* Develop and maintain ITSM policies, procedures, and documentation.
* Conduct regular reviews of processes and tools to ensure they remain relevant and effective.
* Implement KPI/KRI reporting that can be consumed by IT and business leaders through the use of dashboards or published reports.
* Assist in the administration, design, and development of our Jira Service Desk and Confluence platforms.
* Establish, review, and enforce create escalations to meet SLAs in consultation with IT and business leadership.
* Build, maintain, and improve change management and quality assurance practices across supported platforms.
* Build and maintain quality assurance materials and participate in testing exercises.
* Review, plan, and communicate upcoming changes that impact the service and operational side of IT
* Work with the IT Risk groups to establish and maintain role-based-access-controls (RBAC), and find opportunities to automate the maintenance of these entitlements.
* Create and facilitate requirement conversations pertaining to the development of new workflows, service items, and reporting needs.
* Create and maintain technical documentation, identifying integration points and infrastructure dependencies.
* Maintain training materials and procedure documentation to support ITSM platforms.
* Identify potential areas where existing policies and procedures require change or where new ones need to be developed, especially in situations relating to future business expansion.
* Identify communities, workshops, trainings, and conferences to identify trends and prepare for upcoming changes across the platforms configured across the enterprise.
* Work with IT and vendors to manage major incidents/problems across covered platforms as needed.
* Lead in ensuring continuity of daily operations and system stability for ITSM platforms. This includes providing guidance and resources for the IT Service Desk to troubleshoot and resolve user reported issues.
* Collaborate with various business units across DA Davidson to implement changes and improvements to existing DA Davidson platforms, essential to the daily operations of the company.
* Assist in the ongoing maintenance of an Application Roadmap (strategic plan) for the Atlassian suite.
* May assist in preparing regulatory, audit, and litigation material for the business.
* Practice Project Management and Agile-Scrum processes and standards.
* Performs other duties and responsibilities as assigned.

What we offer:
Competitive salary plus excellent benefits and perks including, but not limited to:
* Medical, Dental and Vision
* Company 401(k)and ESOP contribution
* Generous sick, vacation, and maternity/parental leave
* Paid holidays
* Professional Development Opportunities
* Tuition Reimbursement ($15,000 lifetime cap)
* Discounted personal insurance including home, auto and recreational vehicles
* Charitable gift-matching program
* Davidson Day of Giving - Our tradition of positively impacting communities in which we live and work.

D.A. Davidson has been in business for over 87 years! As an employee-owned company, our success is driven by our high standards of business ethics, integrity and the belief that our Associates are our most important assets. We hope you will consider joining us!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.