WHAT DOES AN IT SERVICE MANAGEMENT ANALYST DO?
Published: Oct 28, 2025 - The Information Technology (IT) Service Management Analyst drives ITSM process excellence in areas like major incident, problem, and change Management, while aligning ServiceNow capabilities with business needs. This role partners across teams to identify operational gaps, recommend improvements, and support ITSM strategy and reporting. The analyst also contributes to ITIL process maturity and the broader Technology Operating Model through data-driven insights and executive-level communications.
A Review of Professional Skills and Functions for IT Service Management Analyst
1. IT Service Management Analyst Duties
- Equipment Management: Coordinate and help manage the end-user IT equipment replacement process for all staff and personnel
- Procurement Coordination: Prepare reports for device procurement, coordinate with relevant support teams, including the IT Service Desk and internal IT teams, for the replacement schedule, device preparation, and configuration.
- Request Processing: Serve as one of the focal persons for IT service and access request processing, including the evaluation of requests and coordination for the fulfillment of such requests.
- IT Support: Assist in addressing inquiries and incidents related to asset records, computer replacement, and other IT concerns in HQ and the field offices.
- Requirements Gathering: Assist the team in requirements gathering for end-user IT equipment, software, and other productivity suites.
- Platform Maintenance: Provide support in updating and maintaining the IT Service Desk platform.
- Project Planning: Collaborate with the team for the planning and implementation of special projects.
- Budget Preparation: Facilitate the preparation of the annual budget and procurement projections for IT end-user assets for the team, including the monthly estimates on disbursements.
- Asset Review: Review and ensure the accuracy of IT asset records.
- System Testing: Participate in the development and testing activities for new workflows and system enhancements of the IT Service Management platform (i.e., ServiceNow) before production rollout and other improvement initiatives.
- Documentation Support: Provide inputs to CSI requirements or documentation, such as business cases, statements of work, and presentations relevant to IT User Services projects or initiatives.
- Event Support: Participate and provide support to prepare for key events such as, but not limited to, the Annual Meeting and IT Digital Week.
2. Senior IT Service Management Analyst Responsibilities
- Service Management Expertise: Provide subject matter expertise on IT Service Management processes, including Major Incident Management, Problem Management, and Change Management.
- Platform Design: Define specifications and modifications for the ServiceNow platform to address business needs and further the IT Service Management practice.
- Stakeholder Collaboration: Build relationships among business and technical partners to identify gaps and inefficiencies in existing operations and transform them into solutions and tangible deliverables within IT Service Management processes and platforms.
- Process Analysis: Leverage deep understanding of the critical components of IT Service Management (e.g., Service Request development, incident classification, root cause analysis, change requirements) to analyze the effectiveness of current processes and recommend improvements to enhance IT Service Management maturity.
- Strategy Development: Contribute to a year-over-year IT Service Management strategy that aligns with business objectives/goals, and align current business practices with emerging technology by recommending relevant process enhancements that anticipate or complement corporate direction.
- Performance Delivery: Deliver on KPIs demonstrating the effectiveness, efficiency, and compliance of McKesson Policies, Processes, and Standards.
- Reporting Development: Design and create scheduled and ad hoc reports for IT Management to gauge individual and team performance against target SLAs, customer satisfaction, and productivity improvements.
- Executive Support: Assist with the preparation of presentations and summaries for executives and key leadership.
- Operating Model Development: Contribute to the continued development of the overall Technology Operating Model, defining how to develop and embed ITIL processes as part of maturing the Service Assurance capability.
3. IT Service Management Analyst Accountabilities
- Service Development: Provide support to the CIO-G6 Services Branch in developing the C4IM services list in conjunction with CYBER Command and Network Command.
- Data Analysis: Possess and maintain analytical and technical skills necessary to review data sets, conduct analysis, and propose solutions via deliverables that contribute to the CIO-G6 strategy.
- SME Support: Provide subject matter expertise input for deliverables, meetings, and responses to queries from senior leadership, DA staff, and stakeholders.
- Framework Improvement: Provide recommendations for revisions to the C4IM services list and the Service Management Framework to better implement the Department of Defense’s new service management framework.
- Staff Coordination: Assist in staff coordination, planning support, technical analysis, solution/policy development, and independent assessment of initiatives and collaborative efforts.
- Task Coordination: Provide input on tasks and initiatives and coordinate with Department of Defense staff.
- Knowledge Management: Gather, develop, share, and effectively use knowledge for assigned functional areas in support of division activities.
- Content Management: Maintain functional area content, records, and disseminate Network Services and Infrastructure Division information and documentation.
- Service Management: Serve as an SME supporting government initiatives related to service management.
- Stakeholder Engagement: Develop, maintain, and use key points of contact across the organization to support HQDA CIO/G-6 AOI in dissemination, tracking, and coordination of staff actions, contact lists, and daily operations.
- Data Coordination: Coordinate data calls with other DoD activities, including DISA and other units, to develop senior-level briefings on ITSM and C4IM initiatives.
- Capability Support: Provide support to activities, including capability set implementation, initiative establishment, IT requirements oversight, and strategy development.
- Process Support: Provide support to processes and assist government leads in identifying requirements and developing capabilities leveraging existing technologies and programs.
- Policy Development: Develop draft documentation for enterprise-wide initiatives and assist in developing or revising existing policies, technical guidance, and architecture artifacts.
- Compliance Review: Develop, review, and assist with compliance of applicable DoD policies related to ITSM.
4. IT Service Management Analyst Job Description
- Transition Management: Coordinate all activities related to the transition of EU Member States' Systems from the development phase to the operations phase.
- Incident Handling: Detect and handle incidents based on Event and Incident Management service operation processes during the compliance verification (deployment) phase.
- Incident Resolution: Conduct incident analysis, investigation, diagnosis, reporting, and resolution for any issue reported under the compliance period.
- Change Assessment: Perform analysis and impact assessment of Requests for Changes related to business applications.
- Stakeholder Communication: Enable, facilitate, and manage communication between all stakeholders to successfully achieve planning deadlines.
- Progress Reporting: Deliver status and progress reports, escalate problems to management, liaise with relevant teams to remove impediments, and coordinate the implementation of deliverables.
- Working Group Coordination: Organize functional and technical working groups.
- Aftercare Support: Support the aftercare period of new business applications for users, managing internal coordination activities following troubleshooting processes.
- Technical Communication: Communicate complex technical information to both technical and non-technical personnel.
- Knowledge Development: Absorb new technical knowledge and skills to integrate them into all activities during the deployment phase of business applications.
5. IT Service Management Analyst Details and Accountabilities
- Problem Management: Support root cause investigations and establish problem management processes alongside continuous improvement initiatives to prevent incident recurrence.
- Configuration Management: Establish service asset and configuration management processes and tools to input configuration items (CIs), maintain the CMDB to quality standards, and implement automation and discovery tools to ensure CI/CMDB accuracy.
- CMDB Audit: Conduct CMDB audits to ensure CI quality and collaborate with service and application owners to coordinate and facilitate CMDB integrations, structure, inputs, and outputs.
- Process Improvement: Define and lead ITSM process improvement roadmaps (short and long-term) to align the Technology Division with business objectives.
- Continuous Improvement: Support ITSM continuous improvement initiatives and implement enhancements based on defined metrics and KPIs.
- Service Integration: Partner with technology teams to define, integrate, and improve IT Service Management processes, including incident, problem, change, release, request, and service level management.
- SLM Implementation: Define, develop, document, and implement the Service Level Management process and procedures, ensuring effective implementation and management.
- System Development: Serve as a key contributor for the proper use and ongoing development of the ITSM ticketing system.
- Catalog Maintenance: Ensure Technology Service Catalogs are consistently maintained and up to date.
- Vendor Management: Stay current with vendor updates, expansion opportunities, and technology trends relevant to the environment.
6. IT Service Management Analyst General Responsibilities
- Process Coordination: Coordinate ITIL process activities across multiple functions, including operations, engineering, development, QA, project management, audit, and business stakeholders.
- Process Leadership: Lead or participate in ITIL processes, projects, or other related meetings.
- Process Documentation: Ensure ITIL processes are properly documented, reviewed, and approved in compliance with established controls and procedures.
- Risk Assessment: Assist ITIL process requesters and business stakeholders in assessing scope and risk.
- Trend Analysis: Analyze ITIL process trends to identify strengths and opportunities for continuous improvement.
- Cross-Training: Cross-train with other ITSM process owners, including Major Incident, Problem, Release, and Change Management, to ensure coverage and promote cross-disciplinary improvement.
- Status Reporting: Communicate ITIL process status through regular reports and presentations to management and peers across functional areas.
- Reporting Support: Support report analysis and trend monitoring for Service Management practices.
- Knowledge Support: Assist the Knowledge Manager with managing ServiceNow knowledge bases and articles.