Support Analyst

Atos

. Coordinate and manage ITIL processes including Incident, Problem, Change, Service Request, Knowledge, and Configuration Management .

Posted 10/21/2026full-timeMadison • Wisconsin • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ITIL processes and ITSM tools, particularly ServiceNow, to enhance service delivery and operational efficiency. Strong analytical and communication skills support effective stakeholder management and continual service improvement initiatives.

Highest-signal resume keywords

ITIL Framework UnderstandingServiceNow ProficiencyIncident ManagementAnalytical Reporting SkillsITIL Foundation Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ITIL Processes CoordinationChange ManagementProblem ManagementService Request ManagementConfiguration ManagementProcess DocumentationKPI Metrics AnalysisProcess AutomationGovernance ComplianceSLA Tracking

Soft Skills

Excellent CommunicationStakeholder ManagementAnalytical SkillsTime ManagementCollaboration

Tools & Technologies

ServiceNowITSM Tools

Certifications & Qualifications

ITIL Foundation CertificationITIL Intermediate CertificationITIL Managing Professional Certification

Industry Keywords

ITIL Best PracticesService Management StandardsProcess AuditsService Delivery ExcellenceContinual Service Improvement

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Coordinate and manage ITIL processes including Incident, Problem, Change, Service Request, Knowledge, and Configuration Management
Ensure adherence to ITIL best practices and organizational service management standards
Monitor process performance, compliance, and service quality metrics
Facilitate Change Advisory Board (CAB) meetings and track change implementation activities
Coordinate incident and problem reviews, ensuring timely resolution and root cause analysis
Maintain and update process documentation, SOPs, and knowledge articles
Generate and analyze ITSM reports, dashboards, and KPI metrics
Support process audits and ensure compliance with governance requirements
Collaborate with cross-functional teams to drive continual service improvement initiatives
Track SLA and KPI compliance and escalate process deviations when required
Provide guidance and training to operational teams on ITIL processes and procedures
Work closely with customers, stakeholders, and delivery teams to improve service performance
Ensure accurate data management within ITSM tools such as ServiceNow
Identify opportunities for process automation and operational efficiency improvements
Participate in service reviews and contribute to overall service delivery excellence

Requirements

What you’ll need

Strong understanding of ITIL framework and ITSM processes
Experience with ServiceNow or similar ITSM tools
Knowledge of Incident, Problem, Change, Request, and Configuration Management
Strong analytical, reporting, and documentation skills
Excellent communication and stakeholder management skills
Ability to manage multiple priorities in a fast-paced environment
Bachelor's degree in Information Technology, Computer Science, or related field
ITIL Foundation Certification (mandatory)
ITIL Intermediate/Managing Professional certification preferred

Benefits

Comp & perks

Diversity and inclusion embedded in Atos's DNA
Fair work environment commitment
ESG-focused employer
ITIL training and guidance opportunities