IT Service Management Analyst (FreshService)

The IT Service Management Analyst will be responsible for the day-to-day administration of IT Service Management technologies and serves as the organization's point of contact to ensure the smooth performance of operations. Essential Duties and Responsibilities: Develops and analyzes dashboards, reports, and presentations to track various performance points, such as vendors, assets, issues, and contracts. Develops service catalog forms to collect, process, and route submitted information to the appropriate groups for processing. Collaborates with IT and business partners to develop processes and workflows used in the Service Management ticketing platform. Automates simple and complex tasks through the Service Management system to increase overall department productivity. Monitors and analyzes compliance with service level agreements to ensure performance/quality metrics, responsibilities, and expectations are met. Administers systems for tracking IT asset life cycles, managing inventory and maintaining information on software licenses and service level agreements. Tracks quality throughout product/contract lifetimes. Assists in data collection and organization efforts for audit reporting and budgeting. Ensures compliance with purchasing procedures and standards. Supports the Information Technology team and/or other departments on an as needed basis. Willingly takes on additional responsibilities as requested in order to accomplish department and Company objectives. Actively participates and contributes to the goals and objectives of the Company by working collaboratively and fostering a positive and inclusive work environment. Skills and Abilities: Knowledge and experience in FreshService’s ITSM solution. Ability to handle high-stress multi-tasking situations requiring focus and accuracy. Ability to work with our business partners to develop sound ITIL-centric processes and practices that can be leveraged across the organization. Experience in the administration of ticketing systems, including workflow automation and SLAs. Experience in the administration of Asset Management solutions and associated practices. Ability to think "outside the box" and approach problems from a big-picture perspective. Ability to collaborate with IT teams to build out long-term strategies around service delivery and Infrastructure/Operations improvements. Experience with Logistics management within IT - Purchasing, Vendor Management, Contract Management, Renewals, etc. Strong analytical abilities as well as attention to detail and accuracy. Experience in providing informative reporting for executives, auditors, and internal IT teams using a variety of tools and methods. Training or Work Experience: Prior Infrastructure/Operations Strategy & Planning Experience preferred. Business Continuity & Disaster Recovery Experience preferred. ITIL Foundation, PMI, Six Sigma (White, Yellow, Green), Togaf, COBIT, or other framework certification preferred. Education: If High School Diploma, minimum of 8 years combined experience in IT Service Management (Process, Delivery, Asset Mgmt, and ITSM) and Infrastructure or Help Desk duties. If Associates degree, minimum of 6 years combined experience in IT Service Management (Process, Delivery, Asset Mgmt, and ITSM) and Infrastructure or Help Desk duties. If Bachelor's degree, minimum of 4 years combined experience in IT Service Management (Process, Delivery, Asset Mgmt, and ITSM) and Infrastructure or Help Desk duties. Working Conditions: On-Site Location: West Des Moines, Iowa Business Travel: Not likely/required. #LI-DW1 #LI-Hybrid EquiTrust is an Equal Opportunity Employer and participates in the U.S. Federal E-Verify program. Applicants have rights under federal and state employment laws. To learn more, visit https://www.equitrust.com/careers/opportunities/applicant-notices/.