Senior ITSM Analyst in Chicago, Illinois

We are seeking a proactive and experienced ITSM Service Delivery Analyst to join our dynamic IT Support team. The ideal candidate will be responsible for overseeing the delivery and continuous improvement of IT Service Management (ITSM) processes, ensuring high-quality support and service delivery to our stakeholders. This role will primarily focus on enhancing and maintaining our desktop services while collaborating with other IT teams to optimize overall service delivery across the organization.

Key Responsibilities:

• Develop, manage, and optimize IT service delivery processes; initially focusing on Asset Management, Service Delivery, CMDB, and expansion to other cross-functional teams to follow.

• Implement and maintain IT Service Management (ITSM) best practices, policies, and standards to align with organizational goals.

• Collaborate with stakeholders to define service level agreements (SLAs) and key performance indicators (KPIs) for desktop services, other teams to follow.

• Measure and report on service level agreements (SLAs) and key performance indicators (KPIs) to track the performance of IT services and drive improvements.

• Develop and drive continuous improvement initiatives to enhance IT support efficiency and user experience.

• Conduct root cause analysis for desktop service incidents and implement preventive measures.

• Assist in the implementation and rollout of ITSM tools and technologies.

• Collaborate with cross-functional teams (e.g., network, security, applications) to ensure thorough and extensive inventory analysis, seamless service delivery and incident resolution.

• Provide technical expertise and support for escalated IT related service issues.

• Develop and maintain documentation related to ITSM processes and procedures

• Develop meaningful dashboards for different stakeholders to capture status of key data points, improve visibility, and drive decision making.

• Manage and optimize incident, problem, change, request, and knowledge management processes to minimize business disruptions and improve service quality. Initial focus on desktop services, expansion to other teams to follow.

• Conduct regular service reviews with stakeholders to address concerns, gather feedback, and identify improvement opportunities.

• Mentor and coach team members on ITSM processes and best practices to foster a culture of continuous improvement and customer satisfaction.

• Stay current with emerging ITSM trends, technologies, and frameworks to drive innovation and efficiency within the organization.

Required Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).

• Proven experience (5+ years) in IT Service Management or related roles, with a focus on service delivery and process improvement.

• Strong understanding of ITIL framework and its application in an enterprise environment.

• Experience optimizing service management tools to capture meaningful data, build efficiencies (reduce time and costs), and enhance the user experience. This includes, but not limited to, queue structures, taxonomy, process flows, automations, ticket management strategies, self service opportunities, and more.

• Hands-on experience with ITSM tools such as ServiceDesk Plus, ServiceNow, or similar platforms.

• Excellent analytical and problem-solving skills with a keen attention to detail.

• Effective communication skills with the ability to interact with stakeholders at all levels of the organization.

• Proven leadership and team management capabilities, with the ability to motivate and inspire team members.

Required Skills:

• ManageEngine products, (ServiceDesk Plus or similar service management tool preferred)

• Power Automate, similar platform, and/or previous experience writing logic preferred.

• Power BI, Excel, PowerPoint, Service Management online dashboards development.

Certifications – (desired but not required) ITIL v3 or v4 Foundational

* This position is hybrid out of our Lincolnshire, IL or Chicago, IL offices. *

General Compensation Disclosure

The pay range for this role considers several factors in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Camping World, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the factors stated. A reasonable estimate of the current range is listed below.

Pay Range:

$98,490.00-$147,787.50 Annual

In addition to competitive pay, we offer Tuition Reimbursement, Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave, and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit: www.mycampingworldbenefits.com

We are an equal employment opportunity employer. The Company’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.