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TDI has a new job opportunity for a Senior ITSM Analyst to drive the implementation of Knowledge-Based Resolution (KBR) and lead Smart IT workflow modernization efforts. Provide technical initiative, working across service management, platform engineering, and operations teams to deliver scalable knowledge and workflow solutions within the Helix ecosystem. Additionally, a hands-on Helix/Remedy specialist who can independently design solutions, guide implementation, and support change enablement to improve service desk efficiency and knowledge adoption.
RESPONSIBILITIES:
- Serve as the technical analyst for the implementation of Knowledge-Based Resolution (KBR) within Helix ITSM.
- Provide end-to-end technical ownership of Smart IT workflow modernization, including design, configuration, testing, and deployment.
- Help implement knowledge management solutions that integrate seamlessly with incident and service request workflows.
- Guide platform configuration and enhancements across Smart IT, knowledge management, and ITSM modules.
- Collaborate with service desk leadership and engineering teams to optimize incident, problem, and request management processes.
- Define and document technical architecture, implementation plans, and best practices for knowledge-driven service management.
- Guide technical discussions with stakeholders and translate operational requirements into Helix platform solutions.
- Support change enablement planning, including adoption strategies, training considerations, and rollout planning.
- Establish metrics and reporting to measure knowledge usage, incident resolution improvements, and workflow efficiency.
- Bachelor’s degree in related field of study and 8 years’ experience in an IT service position or additional work experience in lieu of education.
- 5 years of experience with Helix ITSM / Remedy ITSM, including Smart IT configuration and administration.
- Proven experience implementing Helix-based service management solutions.
- Hands-on experience implementing Knowledge-Based Resolution (KBR) or enterprise knowledge management solutions.
- Good understanding of Smart IT workflows, ITSM modules, and Helix platform architecture.
- Experience designing or configuring incident, problem, change, and service request workflows.
- Strong understanding of ITIL service management practices.
- Experience collaborating across platform teams, service desk operations, and engineering teams.
- Analytical and communication skills to support technical leadership and stakeholder engagement.
- Experience with Helix Knowledge Management, Digital Workplace, or Innovation Studio.
- Experience implementing AI-assisted knowledge recommendations or automated knowledge surfacing.
- Experience supporting ITSM modernization or platform transformation initiatives.
- Experience with Helix APIs, integrations, or workflow automation.
- Familiarity with organizational change management and adoption strategies.
- ITIL Foundation or higher certification.
- Experience supporting large enterprise or federal IT operations environments.
The anticipated salary range for this position is $110,000 - $123,000. This range is a good-faith estimate and not a guarantee of compensation. Final compensation will be based on factors including experience, education, skills, geographic location, internal equity, market data and applicable contract requirements, and may fall outside the posted range.
Skills Required
- Bachelor's degree in a related field or additional work experience in lieu of education
- 8 years of experience in an IT service position
- 5 years of experience with Helix ITSM or Remedy ITSM, including Smart IT configuration and administration
- Experience implementing Helix-based service management solutions
- Hands-on experience implementing Knowledge-Based Resolution or enterprise knowledge management solutions
- Understanding of Smart IT workflows, ITSM modules, and Helix platform architecture
- Experience designing or configuring incident, problem, change, and service request workflows
- Strong understanding of ITIL service management practices
- Experience collaborating across platform teams, service desk operations, and engineering teams
- Analytical and communication skills for technical leadership and stakeholder engagement
- Experience with Helix Knowledge Management, Digital Workplace, or Innovation Studio
- Experience implementing AI-assisted knowledge recommendations or automated knowledge surfacing
- Experience supporting ITSM modernization or platform transformation initiatives
- Experience with Helix APIs, integrations, or workflow automation
- Familiarity with organizational change management and adoption strategies
- ITIL Foundation or higher certification
- Experience supporting large enterprise or federal IT operations environments
What We Do
For over 20 years, TDI’s one and only passion has been delivering cybersecurity solutions to effectively manage the business of cyber. At the global vanguard of innovation, we created Cybersecurity Performance Management (CPM) and the industry-leading CPM platform, CnSight®. Combining CnSight® with our remarkable historical experience and our exceptional capabilities of cyber operations and compliance, we offer Managed Cybersecurity Performance, a first of its kind managed CPM offering. TDI’s CPM solutions mitigate risk, reduce ransomware, provide continuous compliance, improve cyber-ROI, and provide comprehensive instantaneous visibility into how an organization is performing against its cyber strategy, particularly for Boards of Directors. CnSight® is the industry-leading Cybersecurity Performance Management (CPM) platform which mitigates risk, reduces ransomware, provides continuous compliance, improves cyber-ROI, and provides comprehensive instantaneous visibility into how an organization is performing against its cyber strategy, so executives and Boards may effectively manage the business of cybersecurity– the result: reduced stress, better performance, less cost, and a true understanding of cyber investment. With CnSight® at its core, TDI’s Managed Cybersecurity Performance offering ensures strategic cyber goals are met to protect an organization’s investments, assets and reputation by reducing the risk of ransomware, lowering cyber insurance premiums, improving ROI, reducing legal and fiduciary liability, delivering actionable reporting to the Board and C-Suite, providing on-call advice, ensuring continuous compliance and providing subject matter expertise on the organization’s behalf in meeting with the C-Suite and the Board, dealing with auditors, and supporting budget decisions – the result: reduced stress, better performance, less cost, and a true understanding of cyber investment.
