Kforce has a client that is seeking an IT Service Management Analyst in Deerfield Beach, FL. Responsibilities: * IT Service Management Analyst will support the delivery and maintenance of IT services to meet the needs and expectations of internal and external customers * Collaborate with IT associates and stakeholders to align IT services with business goals and strategies * Daily monitoring of ticket queues to ensure we are continuously improving the customer service experience and meeting defined SLA requirements * Identify, manage and resolve issues promptly and conduct proactive problem management to eliminate reoccurring issues * Respond to end user incidents and requests efficiently and effectively with a customer-centric approach * Review incidents, problems, changes and request aging and work with resolver groups to ensure compliance with process guidelines and SLAs * Collaborate with outsourced Service Desk and End User Services team members to provide outstanding end-user experience and first contact resolution * As an IT Service Management Analyst, you will complete assigned projects and tasks in defined timeframes and with minimal supervision * Monitor Service Level compliance, report on performance trends and recommend changes * Identify opportunities for service improvement, innovation, and automation * Create and maintain ServiceNow records, reports, dashboards, knowledge base and technical documentation