• IT Analyst - Operations & End User Services

    ATI (Dallas, TX)


    Proven to Perform. From the edges of space to the bottoms of ocean, our materials are proven to perform -- and so is our team. We're hiring high performers as proven as our products. Join us.

     

    ATI is looking for an IT Business Analyst to support our DT Service Desk, ITSM processes, and Deskside Support. This is an onsite position in our Dallas, TX office 5 days per week.

     

    This is the perfect role for you if you have an IT Operations, ITSM, Service Desk or Help Desk background and are ready to take your career to the next level - translating business needs into IT requirements and managing projects ! This is an enterprise rolethat works across our various business units/functions, and partners with cyber, applications, infrastructure and more! This role bridges IT operations and the business, using data, process knowledge, and technology (ServiceNow) to drive stability, efficiency, and measurable improvements in end-user services.

    Key Responsibilities

    + Partner with Service Desk and ITSM teams to analyze trends, identify improvements, and enhance customer experience.

    + Document and refine ITSM workflows (Incident, Request, Change, Problem, Knowledge).

    + Support Deskside by identifying shift left opportunities and standardizing processes.

    + Build and maintain dashboards, metrics, and reports for service performance.

    + Translate business needs into clear requirements for ServiceNow enhancements.

    + Conduct root cause analysis on recurring issues and recommend solutions.

    + Develop SOPs, process flows, and user documentation to drive consistency.