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IT Service Analyst

Job Title
IT Service Analyst
Job ID
Nashville,  TN
Other Location

Our History:
From our start in 2009, Conexess has established itself in 3 markets, employing nearly 200+ individuals nation-wide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies, to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record

Who We Are:
Conexess is a full-service staffing firm offering contract, contract-to hire, and direct placements. We have a wide range of recruiting capabilities extending from help desk technicians to CIOs. We are also capable of offering project based work.

Conexess Group is aiding a Nashville based client in their search for a IT Service Analyst.  This is a long term opportunity with a competitive compensation package. 

******We are unable to work C2C on this role******

This agile person This person will have a combination of roles that ensures Service Quality, Incident Management, Change Management, and Problem Management. 

  • Create unified and consistent metrics baseline from our ITSM and Operations activities.  Determine gaps in establishing baseline and propose areas for improvement.
  • Design and deliver relevant ongoing communications and metric scorecards to respective IT groups, Senior IT leadership, and business partners.
  • Regularly report on those KPI’s across groups and upward to Sr. leadership.
  • Collaborate with Client IT counterparts to understand where to leverage existing data / metrics.
  • Understand and validate data integrity in data and reporting systems while supporting established quality standards, performing quality analyses, and inspections.
  • Analyzing incident metrics for areas of improvement – e.g. shift left high-rate incident for lower cost.  Identify incident patterns for potential removal.
  • Analyze Prod Support incident metric performance and how to improve for better customer experience - FTRR, MTRR, excessive reassignment, aged ticket follow-up, ticket closure follow-up
  • Identify opportunities to leverage technical support scripts for faster first-time resolution. 
  • Analyzing problem metrics for areas of improvement
  • Periodic review of Problem Tasks to ensure forward progress is being made
  • Analyzing change metrics for areas of improvement – e.g. expedited tickets, DBA involved tickets.  Identify change patterns for potential removal.
  • Analyze Prod Support change metric performance and how to improve for better customer experience – Approval turnaround


  • BS in IS/MIS/CS or related technical field or proven equivalent experience
  • ITIL or similar IT Operations framework, e.g. COBIT, MOF – preferred
  • Process-oriented mindset and ability to change/adapt quickly.  Not afraid of change.
  • Creative problem solving – following an issue through to its logical conclusion and escalating where necessary
  • Ability to train IT staff on processes and create training material and schedules to support it.
  • Understand basic IT system architecture and how apps, servers, databases work together
  • Experience in metrics/scorecard planning, implementation, and presentation
  • Experience with SQL and Tableau
  • Audience analysis techniques
  • Strong in MS Excel.
  • Experience in SharePoint helpful.
  • Does not need healthcare background.


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