IT Service Management (ITSM) Analyst

Job Summary:

As the ITSM Analyst, you will be instrumental overseeing the delivery and maintenance of IT services within REE Medical. In this role, you ensure service delivery processes are efficient and effective, liaise with internal teams, and support the implementation and coordination of ITSM processes, including, but not limited to: Incident Management, Change Management, Problem Management and Service Management. Reporting into the Director of ITSM and Data Engineering, your primary focus will be on ITSM configuration, coordination, documentation, and support of training. With your expertise in cross-functional collaboration, you will act as a liaison between IT and REE for service management requirements and prioritization. This position requires a knowledgeable and proactive individual who can collaborate effectively and communicate professionally with all levels of the business.

What is expected in this role:

• Creating, implementing, and updating ITSM process documentation, assisting with overall process definition phases, and confirming user guides, policy documents, process flows and procedures, and training materials are clear and accessible supporting the training of proper stakeholders.
• This includes working with applicable teams to coordinate training on established ITSM processes, and is responsible for ensuring all training documentation is accurate and up to date.
• Scheduling, facilitating, and documenting all Change and Demand meetings with stakeholders for intake and regular maintenance, acting as the ITSM subject matter expert within the IT department.
• Assisting in the development of all aspects of new IT Service Management functions, including and not limited to functional requirements gathering, documentation, system/tool design, measure and reporting, audit plan, training, and organizational roll out.
• This includes working within IT and other stakeholders on current and future Demand Prioritization, Level of Effort (LOE) estimations and aligning requests with REE's goals.
• This also includes Using available data, working to propose, implement, communicate, and organize roll out of Continual Service Improvements of established IT Service Management functions.
• Collaborating with all applicable teams to ensure alignment between ITSM processes and the business workflows they support. This includes configuring ITSM processes with form and workflow creation, including approval workflows and automation of communication with requestors.
• Performing operational activities for Change Management and other existing IT Service Management functions.
• Monitoring the efficacy of established ITSM processes using trend analysis, adherence tracking, and automated reporting.  
• Assisting with documentation and administrative support for Major Incident response and Problem Management investigations.
• Ensuring all ITSM processes align with security and compliance practices and regulations as required.

How success is measured in this role:

• Demand Management: creation and configuration of service catalogue in Jira, documentation and training of internal IT team.
• Change Management: configuration of the CM Module in Jira, documentation of all technical changes initiated and training for internal IT team.  
• Service Management: configuration of Incident Request Management in Jira, documentation of workflows and training IT users.

Requirements

What you need in this role to be successful:

• You must have at least 2+ years of IT service management experience:
• This means you have familiarity with Change Management processes and controls.
• This also means you can clearly articulate understanding of Problem, Change and Major Incident Management processes.
• This also means you have experience with process flow creation and have an extreme attention to detail in your documentation.
• ITIL Foundation Certificate in IT Service Management is required.
• Proficiency in Microsoft Office Suite, data visualization tools, and project management software. Experience in JIRA or similar ITSM systems.
• Strong analytical, project management, and problem-solving abilities, capable of handling multiple priorities in a fast-paced environment with an eye for continuous improvement and operational efficiency.  
• Excellent communication and interpersonal abilities, facilitating effective collaboration across various departments and levels of the organization. This includes the ability to navigate difficult interpersonal conversations and utilize multiple platforms for communication within departments and teams.
• Experience working in a remote environment is preferred.
• Knowledge of VA disability ratings and claims preferred.
• Proficiency in data analysis and reporting, with the ability to leverage technology to drive process improvements. 
• Exceptional attention to detail. 
• Experience in start-up or early-stage environments with little or no defined infrastructure or processes. 
• Track record of working in a fast-paced, fluid environment. 
• Analytical and problem-solving orientation. 
• Bachelor’s degree in Computer Science, or related field. 3+ years of experience can substitute the education requirements.

Benefits

What REE Offers you:

At REE, we believe in empowering our employees to thrive both personally and professionally. When you join our team, you become part of a dynamic and inclusive work environment where innovation and collaboration are celebrated.

Comprehensive Benefits Package

- Competitive salary: $87,500-$97,500 Salary Depending on Experience.

- Health, dental, and vision insurance with Company-sponsored Life Insurance

- Retirement savings plan with company match

- Vacation time off, sick time off, and holidays

Career Development Opportunities

- Ongoing training and development programs

- Opportunities for advancement within the company

Work-Life Balance

- Flexible work schedules

- Remote first environment with companywide conferences annually

- Employee assistance program for personal and family well-being

Perks and Rewards

- Employee discounts on products and services through Insperity

- Recognition programs for outstanding performance

- Company-sponsored social events and activities

Join us and discover a rewarding career where you can make a difference and grow professionally.



REE is only able to hire US citizens or those who are authorized to work in the US as full time employees (we do not provide visa sponsorship).

This information is provided in compliance with Equal Pay Regulations across the US and is the company’s good faith and reasonable estimate of the compensation range and benefits offered for this position. The compensation offered to the successful applicant may vary based on factors including experience, skills, education, location, and other job-related reasons.

REE Medical participates in E-verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. 
Not open to 3rd party recruiters or submissions.

REE will never ask for personal information or to purchase anything during the interview process, only communications from a @reemedical.com domain are representative of REE Medical, LLC.