DTS ITSM Analyst Principal

Savannah, GA - USA

Monthly Salary: $ 170000 - 170000

Experience Required: 5years

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Title: ITSM Principal Analyst

Start Date: January 5

Duration: Permanent

Daily Working Hours: Full-Time

Travel: Approximately 20% onsite (80% remote)

*No 3rd Parties Please*

Work Authorization: Must be eligible to work in the U.S. without company sponsorship.

Project Scope

We are seeking an experienced ITSM Principal Analyst to support enterprise IT Service Management strategy architecture and execution for a healthcare organization based in South Georgia. This role serves as the senior subject matter expert for ITSM practices ServiceNow architecture and governance supporting operational excellence regulatory compliance and continuous improvement across the organization.

Position Summary

The ITSM Principal Analyst is a senior individual contributor and trusted advisor responsible for designing governing and optimizing IT Service Management processes and ServiceNow solutions. This role provides strategic leadership across the ITSM lifecycle serves as the technical authority for ITSM architecture and mentors ITSM analysts while partnering closely with IT and business leadership.

Key Responsibilities

Serve as the enterprise subject matter expert for ITSM frameworks including ITIL (Service Strategy Design Transition Operation and Continual Improvement) with working knowledge of COBIT and ISO 20000.

Lead and optimize ITSM processes including Incident Problem Change Request CMDB Knowledge Service Catalog and Root Cause Analysis.

Architect and maintain enterprise-grade ITSM solutions on the ServiceNow platform including advanced capabilities such as AI automation and Now Assist integrations.

Ensure clean integration across ITSM-adjacent domains including ITOM ITAM SecOps and DevOps.

Develop and maintain ITSM strategy roadmap governance models operating procedures and best-practice standards.

Translate business and operational needs into actionable workflows automation and user experience improvements.

Define monitor and maintain ITSM metrics KPIs and data quality standards within ServiceNow.

Lead delivery of ITSM service products including business impact analysis downtime procedures contingency planning risk documentation and post-incident reviews.

Manage multiple complex initiatives simultaneously with minimal supervision.

Mentor coach and train ITSM Analysts (Levels IIII) serving as an in-house advisor on complex issues.

Provide regular reporting to ITSM leadership on progress risks benefits and operational health.

Participate in after-hours support command center activities and on-call rotations as required to support organizational needs.

Qualifications

Bachelors degree in Computer Science Emergency Management Healthcare Business or a related field required; Masters degree preferred.

Minimum of 7 years of experience in Information Technology Business Continuity or Healthcare required; 8 years preferred.

Deep expertise in ITSM SDLC change management asset management data classification quality and business continuity practices.

Advanced experience with ServiceNow ITSM including architecture and enterprise-scale implementations.

Strong understanding of regulatory security and compliance requirements in healthcare environments.

Exceptional communication facilitation and stakeholder engagement skills including executive-level interaction.

Demonstrated emotional intelligence and ability to influence across all levels of the organization.

Ability to work primarily remote with periodic onsite presence in South Georgia.

Preferred Certifications

ITIL 4 Foundation or ITIL 4 Managing Professional

ServiceNow CSA CIS-ITSM CTA or equivalent

CISSP

PMP PMI-ACP Scrum Master or equivalent

Travel Requirements

Approximately 20% onsite travel required.

Must be available for onsite support after-hours events planned downtimes and on-call rotations as needed.

When working with Quoris in a permanent role you are eligible for competitive benefits including Health Dental Vision 401k and a great culture/working environment.

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Required Skills:

Bachelors degree required (Information Technology or related field preferred). Minimum of 5 years of experience in IT Service Management required. Strong expertise in ITSM frameworks (ITIL) SDLC change management asset management data classification and business continuity. Experience working in a healthcare environment preferred. ITIL 4 Foundation or comparable ITSM certification preferred. Proven ability to lead teams manage stakeholders and deliver exceptional customer service. Strong analytical communication and organizational skills. Ability to travel to site

Job Title: ITSM Principal Analyst Start Date: January 5 Duration: Permanent Daily Working Hours: Full-Time Travel: Approximately 20% onsite (80% remote)*No 3rd Parties Please*Work Authorization: Must be eligible to work in the U.S. without company sponsorship.Project Scope We are seeking an experien...