IT Service Management (ITSM) Systems Analyst

IT Service Management (ITSM) Systems Analyst

Salary

$78,448.00 - $91,197.00 Annually

Location

Gwinnett County, GA

Job Type

Full-Time Merit

Job Number

26-03869

Department

Department of Information Technology Services

Opening Date

06/16/2026

Closing Date

6/30/2026 11:59 PM Eastern

FLSA

Exempt

• Description
• Benefits
• Questions

Class Summary

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.

Public Speaking Duties

• 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.

Other Job Requirements/Information

• 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.

Grade

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

• Masters 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.

Additional Information

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:

• Hiring Process
• FAQs

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.

Reasonable accommodations for qualified individuals with disabilities may be requested. If you need an accommodation during the application, interview, or testing process, contact Human Resources at 770.822.7915 or HREmployeeRelations@GwinnettCounty.com. This email is only for accommodation requests; for questions related to job postings, use jobs@gwinnettcounty.com.

Our Benefits program is designed to support every aspect of our employees' lives, from physical and emotional to social and financial.

Along with their salary, employees receive a variety of comprehensive benefits as part of their total compensation.

On average, our employees' benefits are worth 48 percent of their base salary!

In other words, employees would spend nearly half of their pay to purchase these benefits on their own. For employees' medical premium alone, the County contributes an average of 91 percent of the cost!

Health

• Medical plans for active and retired employees
• Dental and vision plans
• Prescription drug plan

Wellness

• Onsite Employee Wellness Center
• 24/7 Employee Assistance Program (EAP)
• Immunizations
• Wellness education and incentive programs
• Annual wellness fair

Family and Career

• Training and professional development opportunities
• Family planning benefits
• Four weeks of paid parental leave

Time

• Annual/Sick Leave
• 12 paid holidays per calendar year
• 1 paid floating holiday per calendar year

Money

• Flexible spending accounts for medical and dependent care
• Health Reimbursement Arrangement (HRA) available
• Health Savings Account (HSA) available
• Retirement and Savings Plans
• 401(a) Defined Contribution
• 457 (b) Deferred Compensation
• Longevity pay
• Tuition reimbursement
• Financial education programs

Protection

• Basic, optional, and dependent life insurance
• Short-term and long-term disability
• Critical illness and accident insurance
• Hospital indemnity insurance
• Identity theft protection

To learn more about the Benefits offered at Gwinnett County, click here.

01

Have you completed a degree in Information Technology, Computer Science, Business Systems, Information Systems, or a related field?

• Have not completed a degree in the specified fields of study
• Completed associate degree in the specified fields of study
• Completed bachelors degree in the specified fields of study
• Completed masters degree or higher in the specified fields of study

02

Describe your experience administering an IT Service Management platform such as TeamDynamix, ServiceNow, BMC Remedy, Ivanti, Freshservice, or similar systems.

03

How many years of experience do you have configuring workflows, forms, automation rules, and service catalogs within an ITSM platform?

• None
• Less than 1 year
• 1 year to less than 2 years
• 2 years to less than 3 years
• 3 years to less than 4 years
• 4 years to less than 5 years
• 5 years to less than 6 years
• 6 years to less than 7 years
• 7 years to less than 8 years
• 8 years or more

04

Describe your experience creating reports, dashboards, KPIs, and executive-level metrics.

05

Describe your experience supporting IT Asset Management (ITAM), Configuration Management Database (CMDB), Project Management processes.

06

Do you have experience configuring system integrations using APIs, web services, or integration platforms? If yes, please describe.

07

Describe your experiences supporting Incident Management, Request Management, Change Management, Problem Management, Knowledge Management, Release Management or Project Management processes.

08

Do you possess any of the following certifications? (Select all that apply)

• Project Management
• ITIL Foundation
• HDI
• ServiceNow
• TeamDynamix
• CompTIA
• Microsoft
• None

09

Are you available to participate in an on-call rotation and support emergency after-hours incidents when required?

10

Describe a workflow, automation, or business process that you personally configured within an IT Service Management (ITSM) platform. Include the platform used, the business requirement, and the outcome.

11

How many years of experience do you have administering an enterprise ITSM platform (TeamDynamix, ServiceNow, BMC Remedy, Ivanti, Cherwell, Freshservice, or similar) where you were responsible for system configuration, workflow development, reporting, and platform administration?

• Less than 1 year
• 1 year to 2 years
• 3 years to 4 years
• 5 years to 7 years
• 8 years or more

12

Which of the following ITSM administrative functions have you personally performed? (Select all that apply.)

• Workflow Design and Configuration
• Form Design and Customization
• Service Catalog Administration
• Dashboard and Report Development
• Incident Management Configuration
• Change Management Configuration
• CMDB Administration
• IT Asset Management Administration
• API or System Integrations
• Knowledge Base Administration
• User Security Roles and Permissions Administration
• None of the Above

Required Question

Employer Gwinnett County

Address 75 Langley Drive

Lawrenceville, Georgia, 30046

Phone 770.822.7915

770.822.7923

Website http://www.gwinnettcountyjobs.com