IT SERVICE MANAGEMENT ANALYST SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Updated: Dec 08, 2025 - The Information Technology (IT) Service Management Analyst oversees IT service delivery using ITIL frameworks and tools in a regulated mortgage environment. This role requires PMP certification or equivalent experience, strong knowledge of agile and waterfall methodologies, and proficiency in Microsoft Office. The analyst ensures regulatory compliance, advises management, and solves complex issues independently while communicating effectively across all levels.

Essential Hard and Soft Skills for a Standout IT Service Management Analyst Resume
  • Change Management
  • Incident Management
  • Report Development
  • Configuration Management
  • Data Analysis
  • Knowledge Management
  • Process Documentation
  • SLA Management
  • Project Management
  • Root Cause
  • Team Coordination
  • Stakeholder Communication
  • Problem Resolution
  • Process Improvement
  • Service Improvement
  • Workshop Facilitation
  • Analytical Judgment
  • Vendor Communication
  • Leadership Coordination
  • Relationship Management

Summary of IT Service Management Analyst Knowledge and Qualifications on Resume

1. BS in Information Technology with 6 years of Experience

  • Experience working in or supporting an internal IT department
  • Experience developing and delivering presentations and training materials
  • Experience managing and documenting projects and services
  • Experience as a process subject matter expert
  • Previous experience/understanding of various service management methodologies and frameworks, such as COBIT, ITIL, Agile, and PMP
  • High-level understanding of various technologies
  • Working knowledge of ITSM tools, reporting, and relational database systems
  • Strong expertise in oral and written communications, including training and presenting to small and large audiences
  • Strong expertise in Microsoft Office and other productivity and collaboration tools, such as Word, Excel, PowerPoint, Visio, Project, and SharePoint
  • Strong facilitation and listening skills to guide teams in process development and improvement exercises and workshops
  • Ability to facilitate constructive and professional debate, and gain compromise and consensus
  • Ability to multitask and effectively prioritize work streams.

2. BS in Computer Science with 5 years of Experience

  • Experience in document development, with demonstrated writing, editing, formatting, and proofreading skills
  • Experience with healthcare systems
  • Familiarity with Change Management processes and controls
  • Ability to clearly articulate understanding of Problem, Change, and Major Incident Management processes
  • Intermediate analytical and deductive reasoning skills
  • Strong facilitation and conflict management skills
  • Strong written, verbal, and group communication skills
  • Self-motivated to work effectively, independently, and with others in a collaborative, deadline-sensitive environment
  • Ability to multitask and effectively balance the needs of multiple initiatives in parallel
  • Exceptional attention to detail
  • Be able to work in a dynamic, fast-paced environment, and keep pace with organizational changes
  • Creativity and flexibility in managing multiple issues simultaneously

3. BS in Software Engineering with 7 years of Experience

  • SAM certification (CSAM, CSM, ASM, etc.)
  • SAM-Pro (ServiceNow Module) experience
  • Experience delivering excellent customer support by being proactive, checking understanding, and practicing active listening
  • Professional administrative and analytical experience, which must have included analyzing management problems and recommending solutions.
  • Advanced software knowledge for major software publishers (Microsoft, Adobe, Oracle, IBM, etc.)
  • Solid understanding of ITSM/ITIL foundation
  • Excellent professional attitude with strong interpersonal communication and presentation skills
  • Leadership skills that demonstrate an ability to drive service delivery results
  • Highly organized with a strong attention to detail
  • Strong technical acumen in areas that pertain to SAM (understanding overall enterprise architecture, hybrid/cloud environments, application installations, etc.)

4. BS in Management Information Systems with 8 years of Experience

  • Formal IT experience in a corporate IT environment, including 4 years of ITSM experience, along with sound knowledge of production operations, quality practices, and client services
  • IT Asset Management experience with hardware and software. 
  • Reporting experience, knows how to perform SQL queries, etc 
  • Current understanding of healthcare strategic and technology trends, along with the ability to evaluate data collected through task analysis, business process review, surveys, and workshops.
  • Understands ITSM metrics and where to look for them
  • Understands ITSM key performance indicators and how to create them 
  • General technical knowledge at a structural and strategic level across a broad range of IT disciplines, including project management and service capabilities, with experience in some or all of the additional disciplines of networking, operational capabilities, server platforms, messaging, middleware, security, and communications.
  • Ability to develop a consistent and routine reporting practice for ITIL metrics, with the results clearly showing trends that indicate achievement or breakdown of performance, and the written procedures to produce them 
  • Excellent PowerPoint and Excel experience, including ODBC connectors and pivot tables 
  • Effective presenter, can give polished presentations to Senior Management 
  • Communication and negotiation skills to interact with site peers, local management, and executives on technical issues on project design and planning
  • Demonstrated creativity and success in assignments and leadership in the technical field of specialization

5. BS in Cybersecurity with 9 years of Experience

  • ITIL certification and/or MBA 
  • Experience in the Mortgage industry.
  • PMP certification or equivalent experience
  • ServiceNow and Atlassian (Jira, Confluence) experience.
  • Experience in waterfall and/or agile delivery methodologies, as well as ITSM tools and techniques
  • Knowledge of, adherence to, monitoring, and responsibility for compliance with state and federal regulations and laws as they pertain to this position.
  • Intermediate skills in computer terminal and personal computer operation, Microsoft Office applications, including Teams, Word, Excel, PowerPoint, Visio, and Outlook.
  • Effective organizational and time management skills.
  • Exceptional verbal, written, and interpersonal communication skills, with the ability to engage all levels of the organization.
  • Ability to make decisions that have a moderate impact on the immediate work unit and cross-functional departments.
  • Ability to organize and prioritize work schedules on a short-term and long-term basis.
  • Ability to provide consultation and expert advice to management.
  • Ability to make informal and formal presentations, inside and outside the organization, speaking before assigned teams or other groups.
  • Ability to deal with complex, difficult problems involving multiple facets and variables in non-standardized situations.
  • Ability to work with little to no supervision while performing duties.

6. BS in Data Analytics with 6 years of Experience

  • ITIL Practitioner Certification
  • ITIL Foundations Certification, in addition to experience with Service Management tools (e.g., ServiceNow)
  • PBM or healthcare industry experience
  • Experience streamlining processes and procedures
  • Extensive experience with productivity software and reporting tools such as Microsoft PowerPoint, Excel, Visio, in addition to reporting tools such as PowerBI, Tableau
  • Demonstrated effective written, verbal, and presentation skills, ability to think creatively
  • Demonstrated effectiveness in conflict management and consensus-building on organizational changes and implementations
  • Ability to work effectively with IT and business leaders on the IMT process
  • Ability to work under pressure, handle stressful situations in a calm manner
  • Ability to bring together and work with a team of people with varied backgrounds, business analysts, technical experts, and process owners to articulate and remedy service level issues

7. BS in Network Administration with 8 years of Experience

  • IT lifecycle support and ITSM experience
  • Experience in a Service Management capacity
  • Basic understanding of network troubleshooting
  • Strong experience in managing IT service delivery vendor teams, specifically in the areas of Infrastructure, Application, end-user computing, and ServiceDesk Operations.
  • Knowledge in ITSM platforms, particularly in BMC Suite of ITSM/ITOM products (Remedy, Atrium Orchestrator, MyIT, Service Broker)
  • Ability to work autonomously and set priorities in meet deadline-driven environment
  • Strong advocate for automation and demonstrates strong passion, interest, and knowledge in automating processes with technology within the team and division
  • Relationship management and conflict resolution skills
  • Good understanding of the organization’s IT infrastructure, services provided
  • Good understanding of the organization’s business and how IT contributes to it

8. BS in Systems Engineering with 5 years of Experience

  • Experience as an IT Generalist who is comfortable working across different subjects (Infrastructure, End User, Service Desk, IT Security, and Other standard IT Services)
  • Experience in data analysis, process documentation, and performance reporting.
  • Ability to work independently with minimal direction while still accomplishing established goals.
  • Ability to adapt to shifting priorities, demands, and timelines through analytical and problem-solving skills.
  • Thrive in a high-pressure environment and effectively prioritize and execute tasks.
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, including executives, managers, and technical staff.
  • Capability to apply critical thinking to project situations, make judgment calls to establish direction for resolution, oversee the resolution plan, and represent status and impacts to key project stakeholders.
  • Ability to elicit cooperation from a wide variety of sources, including executive management, customers, and other departments.
  • Ability to give and receive constructive feedback in the spirit of continuous improvement.
  • Ability to work both independently and in a team-oriented, collaborative environment.
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