IT Service Management Process Analyst

IT SERVICE MANAGEMENT PROCESS ANALYST

Job Code: ITSMPANL

Reports To: Director, ITSM & Business Applications

Base Location: AZ or CO

Work Status: Virtual Office

Minimum Starting Monthly Range: $7,599

Hiring Range (Monthly Pay): $7,599 - $8,750

Full-time / Part-time: Full-time

Exempt / Non-Exempt: Exempt

Risk Designation: High

Summary:

The ITSM Process Analyst at Contexture supports the execution, coordination, and continuous improvement of core IT Service Management (ITSM) functions: Major Incident Management, Problem Management, Change Enablement, and Continual Service Improvement (CSI). The role ensures consistent process execution, cross-functional collaboration, and alignment with ITIL best practices. While the analyst supports all ITSM processes, they will hold primary coordination responsibility for one process area and provide collaborative support across the others. The role contributes to measurable service quality in support of Contexture's mission to advance health through information.

This position is based in Phoenix Arizona, Denver or Grand Junction Colorado. Our strategic flexibility allows for local work from home opportunities.

Essential Duties and Responsibilities include the following:

Process Coordination & Execution

• Coordinate and operate the daily activities of one or more assigned ITSM discipline(s)-Change Enablement, Major Incident Management, or Problem Management-and provide collaborative and backup support for the others.
• Support consistent execution of process tasks in line with defined SLAs, procedures, and ITIL best practices for all assigned ITSM disciplines.
• Monitor process adherence, gather performance metrics, and escalate improvement opportunities to ITSM leadership.

• Maintain and improve ITSM procedures in accordance with ITIL best practices.

Change Enablement

• Facilitate Change Advisory Board (CAB) meetings, ensuring clear agendas, stakeholder engagement, and documentation of decisions.

• Lead Post Implementation Reviews (PIRs) for completed unsuccessful changes, capturing lessons learned and identifying improvement actions.
• Coordinate the end-to-end change lifecycle activities not limited to scheduling, documentation, and audit readiness.
• Ensure change requests are thoroughly documented with appropriate impact analysis, risk assessments, and implementation plans.

Major Incident & Problem Management

• Manage the end-to-end response for major incidents, from declaration through service restoration and closure documentation.
• Conduct Major Incident Review (MIR) sessions and Root Cause Analysis (RCA), ensuring corrective actions are documented and executed.

• Coordinate the lifecycle of Problem records and follow-up on resolution efforts.
• Contribute to process readiness planning and support maturity initiatives for both functions.

Continual Service Improvement (CSI)

• Analyze performance metrics (e.g., change success rate, SLA compliance, MTTR) to identify trends and inefficiencies.
• Collaborate on the design, documentation, and rollout of new or enhanced ITSM processes, templates, or tools.
• Recommend and implement improvements based on data insights, team feedback, and audit findings.
• Contribute to CSI initiatives that support ITSM maturity and alignment with ITIL best practices.

Training, Documentation & Collaboration

• Maintain up-to-date documentation for assigned ITSM processes, including policies, workflows, and training materials.

• Deliver onboarding and refresher training on ITSM practices and tools for assigned processes.
• Ensure ITSM workflows align with Contexture's business processes.
• Compile and present ITSM performance reports to Sr. and Executive leadership on a scheduled and as-needed basis.

General

• Provide after-hours support for change deployments or major incidents as needed.
• Performs other related duties as assigned

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills

• Deep understanding of Major Incident Management, Problem Management, and Change Enablement processes and expected outcomes.
• Working knowledge of the ITIL framework and the interdependencies across ITSM disciplines.
• Ability to influence without authority and collaborate effectively with internal staff, third-party vendors, and cross-functional teams.
• Strong facilitation skills, including conflict resolution, root cause analysis sessions, and governance meetings (e.g., CAB, PIR, MIR).
• Proven communication skills-written, verbal, and visual-for translating complex technical issues to both technical and non-technical audiences.
• Demonstrated ability to build trusted relationships through respect, integrity, and transparency.
• Self-motivated, with a high degree of initiative and the ability to work independently in deadline-driven environments.
• High-level analytical and deductive reasoning skills; capable of interpreting data and translating insights into process improvements.
• Strong organizational skills with exceptional attention to detail.
• Skilled in documentation development, including authoring, editing, formatting, and proofreading.
• Flexible and creative under pressure; able to manage multiple tasks and adapt to ongoing change.

Education/Experience

• Bachelor's Degree in Computer Science, Information Technology, or a related field is required.
• ITIL Foundation Certificate in IT Service Management is required.
• One or more of the following:
  
  
  
  • Minimum of 4+ years of IT Change Management experience with demonstrated results.
  • Minimum of 5+ years in Incident Management/Service Desk, or 2+ years specifically in Major Incident and Problem Management, with proven effectiveness in root cause analysis, process leadership, and stakeholder engagement.
  
  
  
  

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

The position may require occasional availability for after-hours work, outside of regularly scheduled hours.

The position may require ability to periodically drive to and from clients, conferences and / or events; and / or limited travel.

This position is expected to be exposed to, process, or handle sensitive information including but not limited to Protected Health Information (PHI), Personally Identifiable Information (PII), financial information, etc. As such, the holder of this position is expected to comply with all applicable laws, regulations, organizational policies, and compliance expectations.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The person in this position needs to frequently communicate and exchange information and move about inside the office to access file cabinets, office machinery, etc. Must be able to remain in a stationary position 50% of the time. Constantly operates a computer and other office productivity machinery, such as a keyboard, monitor, calculator, copy / scanner machine, and printer. Frequently moves office and work-related material weighing up to 10 pounds; Occasionally moves office and work-related material weighing up to 30 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities and/or qualifications associated with the job.

Benefits: Contexture provides a comprehensive benefits package. For details, please request a Benefit Summary from our Benefits Department.

The organization is an inclusive Equal Opportunity Employer. We do not discriminate on the basis of age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or other status protected by law or regulation.