Associate, IT Process Analyst

Ensono

1d•$44,700 - $55,890

About The Position

At Ensono, our Purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things! We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, Ensono empowers our clients to keep up with continuous change and embrace innovation. We can Do Great Things because we have great Associates. The Ensono Core Values unify our diverse talents and are woven into how we do business. These five traits are the key to achieving our purpose. HONESTY, RELIABILITY, COLLABORATION, CURIOSITY, PASSION Role Summary The Associate IT Process Coordinator provides day‑to‑day administrative and operational support to the IT Service Management (ITSM) function. This role focuses on following established ITSM processes, performing routine coordination tasks, maintaining accurate records in the ITSM tool, and supporting reporting and governance activities.

Requirements

Basic understanding of IT operations or IT support concepts
Strong attention to detail and ability to follow written procedures
Comfortable performing process-driven tasks
Basic experience using ticketing or workflow tools (training provided if needed)
Proficient with Microsoft Office tools (Outlook, Excel, Word)
Clear written and verbal communication skills
Ability to manage multiple tasks in a fast-paced support environment

Responsibilities

Perform routine support tasks for ITSM processes, including Incident, Service Request, Configuration, Change, and Problem Management
Monitor ITSM queues and tickets to ensure required fields are completed and process steps are followed
Assist with Change Management activities such as verifying documentation and approvals are present, scheduling changes and maintaining change calendars, preparing materials for Change Advisory Board (CAB) meetings
Update and maintain ITSM documentation, templates, trackers, and knowledge articles as directed
Run standard reports from the ITSM tool and maintain spreadsheets or trackers for: Ticket volumes, Change activity and outcomes
Perform quality checks on tickets and escalate missing or incorrect information to the appropriate team
Support operational and governance meetings by taking notes, tracking action items, and following up on assigned tasks
Respond to routine process-related questions from Service Desk and support teams, escalating when needed
Accurately enter, update and maintain data in company databases such as Configuration Management Database (CMDB)
Maintain organized and up to date digital records
Follow all documented procedures, security requirements, and escalation paths

Benefits

Unlimited Paid Days Off
Three health plan options
401k with company match
Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts
Family Forming Benefit including fertility coverage and adoption/surrogacy reimbursement
Paid childbearing and paternal leave
Education Reimbursement, Student Loan Assistance or 529 College Funding
Sabbatical leave
Wellness program
Flexible work schedule