IT Service Management (ITSM) Systems Analyst
Job Description
The IT Systems Analyst III is responsible for administering, configuring, and optimizing the County’s Information Technology Service Management (ITSM) platform to ensure efficient and effective delivery of IT services. This role manages and enhances platform workflows, forms, automation, reporting, and system integrations while leading continuous improvement initiatives across key ITIL processes, including Incident, Request, Change, Problem, Knowledge, Asset, and Configuration Management. The analyst develops and maintains integrations between the ITSM platform and enterprise applications using APIs and automation tools to streamline operations and improve data accuracy. Additionally, the IT Systems Analyst III serves as a technical expert for ITSM administration, governance, reporting, troubleshooting, and end-user support, providing guidance and solutions that align with organizational objectives and best practices.
Essential Duties
- Configure and maintain ITSM platform modules including Incident, Service Request, Change, Problem, Release, Knowledge, Asset, and Configuration Management.
- Design and implement workflows, forms, automations, notifications, and business rules to improve service delivery and operational efficiency.
- Develop and maintain dashboards, reports, KPIs, and performance metrics for IT leadership and business stakeholders.
- Administer CMDB and IT Asset Management processes to ensure data integrity, compliance, and operational effectiveness.
- Configure and support integrations between ITSM platforms and enterprise systems utilizing APIs, iPaaS solutions, and automation technologies.
- Troubleshoot and resolve complex platform, workflow, and integration issues while providing advanced technical support.
- Participate in project planning, testing, implementation, upgrades, and deployment activities related to ITSM technologies.
- Collaborate with cross-functional teams, vendors, and business stakeholders to gather requirements and implement service improvements.
- Develop and maintain technical documentation, process documentation, user guides, and knowledge base articles.
- Ensure compliance with County policies, security standards, audit requirements, and IT governance practices.
- Deliver training sessions for IT staff and business users on ITSM processes, workflows, and platform capabilities.
- Present project updates, system enhancements, and operational metrics to leadership, governance committees, and stakeholder groups.
- Facilitate workshops and meetings to gather business requirements and promote adoption of IT service management best practices.
- This job is a civilian position in either a public safety department or in Information Technology with close ties to public safety. Due to the sensitive nature of this position, a public safety background which may include motor vehicle & criminal histories, and fingerprinting.
- This job may require on-call rotation and emergency after hours, weekends, and/or holidays.
The grade for this position is C44(1).
Effective 4/11/2023, this position is eligible for the Employee Referral Program.
Minimum Qualifications
- Bachelor’s Degree in a related field; AND
- Five years of professional level computer analyst and/or systems experience; OR
- An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above will also be considered.
Preferred Qualifications
- Master's Degree in Information Technology, Computer Science, Business Systems, Information Systems; AND
- IT Service Management (ITSM), IT Asset Management (ITAM) Systems Administration, Enterprise Application Administration, Workflow Automation, TeamDynamix, or similar ITSM platforms API Integrations and SaaS Administration; AND
- Five years of IT Systems Analyst, Service Desk, Technician, or IT Service Management Systems Admin experience
- An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above will also be considered.
For information related to position-specific essential duties, knowledge and skills, and physical requirements, please click here.
Note: The class specifications listed on this website are not the official class specifications for Gwinnett County and are subject to change.
For more information about this department, please click here.About Gwinnett County
Welcome to Gwinnett County Government
Gwinnett County Government is an award-winning employer that believes in investing in its employees by providing corporate level benefits, a wellness program, professional development opportunities, career advancement, and more
Careers with impact
Gwinnett County sets the standard as a dynamic, vibrant community where all people can enjoy economic opportunities, safe neighborhoods, plentiful greenspace, and recreational facilities. We are committed to hiring those who share our dedication to making life better for our residents and business owners. The culture of superior service that our employees have created reflects that standard and helps staff, residents, and stakeholders remain vibrantly connected.
Exceptional benefits
Working for Gwinnett County comes with exceptional benefits, including health coverage, a robust wellness program (Spouses can participate, too!), onsite employee wellness center, longevity pay, tuition reimbursement, and more. The value of Gwinnett County benefits can be up to 49 percent of an individual’s total compensation.
World-class community
More than a million residents make up Gwinnett’s diverse community. The County is located just 45 minutes from Hartsfield-Jackson Atlanta International Airport and 30 minutes from downtown Atlanta. Georgia Highway 316 reduces travel time to the University of Georgia to 25 minutes.
Gwinnett County is an award-winning employer!
- Atlanta’s Healthiest Employer by Atlanta Business Chronicle
- Green Communities Platinum Certification for Gwinnett County from the Atlanta Regional Commission
- Top 100 Healthiest Workplaces in America by Springbuk and PR NewsWire and more!
Vision
Gwinnett is the preferred community where everyone thrives!
Mission
Gwinnett proudly supports our vibrantly connected community by delivering superior services.
Values
Integrity: We believe in being honest, building trust, and having strong moral principles.
Accountability: We believe in stewardship, transparency, and sustainability.
Equity: We believe in fairness and respect for all.
Inclusivity: We believe in engaging, embracing, and unifying our communities.
Innovation: We believe in continual adaptation of technology, process, and experience.
Hiring Process
Gwinnett County is an Equal Opportunity Employer. For more information regarding our hiring process, please click the links below:
Gwinnett County is committed to creating a diverse workforce. As an Equal Opportunity Employer, we prohibit discrimination on the basis of genetic information (including sex), race, color, national origin (including ancestry), gender (identity and expression), sexual orientation, age, marital status, familial status (including pregnancy), disability, military or veteran status, religion, political affiliation, immigration status, homeless status, or any other category protected by law.