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firstPRO, Inc
ITSM Analyst

ITSM Analyst

Hybrid

Blue bell, United states

$ 23 /hour

Full Time

03-03-2026

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Skills

Communication Leadership Public Speaking Process Improvement

Job Specifications

We are seeking an ITSM Specialist with strong ITIL expertise and hands-on experience leading Major Incident Management efforts within a corporate IT environment.

This role is highly visible and requires strong communication skills, leadership presence, and the ability to command and coordinate technical teams during high-impact incidents.

Responsibilities:

Lead and command Major Incident bridge calls
Coordinate cross-functional technical teams during critical outages
Provide timely and professional stakeholder updates
Document incidents thoroughly and track action items through resolution
Ensure adherence to ITIL best practices
Contribute to reporting, analysis, and continuous process improvement

Qualifications:

Strong hands-on ITSM experience
Solid understanding and practical application of ITIL principles
Experience leading or participating in Major Incident Management
Excellent communication and public speaking skills
Ability to manage high-pressure situations confidently
Experience progressing from Tier 1 Help Desk into ITSM-focused roles preferred
Corporate IT environment experience strongly preferred

Nice to Have:

API experience
Avanti experience

About the Company

firstPRO provides talent delivery strategies that attack critical gaps surrounding today's modern workforce. We are dedicated to providing creative workforce solutions that span across Professional Services, Staff Augmentation, Contingent and Retained Executive Search. Our delivery teams are capable of providing services in 4 key areas: - Accounting | Finance - Technology | Digital | Creative - Business Operations | Administrative - Supply Chain | Logistics Know more