SUPPORT ANALYST

Atos is the Atos Group brand dedicated to AI-powered, secure, end-to-end digital services. Atos designs, develops, and operates critical digital environments that drive performance, resilience and sovereignty, helping public and private organizations worldwide retain control over their data and infrastructures, while meeting regulatory requirements.

With more than 52,000 employees serving over 4,500 clients across 54 countries, Atos helps modernize core IT systems, accelerate cloud and data transformation, strengthen cybersecurity, and deliver secure digital workplace environments to support its clients, its employees and society. Atos also provides consulting and advisory services through its Atos Amplify brand.

A trusted partner in operating complex and mission-critical environments, Atos supports organizations across highly regulated and sovereign contexts.

About Atos Group

Atos Group is a global leader in digital transformation with c. 54,000 employees and annual revenue of c. €7.2 billion, operating in 54 countries under two brands - Atos for services and Eviden for products and systems. European number one in cybersecurity and a leader in cloud, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is listed on Euronext Paris.

Position: Support Analyst

Location: Madison, WI (Onsite)

Fulltme : Fulltime

Job Description

The ITIL Process Coordinator is responsible for ensuring the effective implementation, governance, and continuous improvement of ITSM processes. The role focuses on process compliance, service quality, operational efficiency, and alignment with ITIL best practices to support business and customer objectives. Key Responsibilities:

• Coordinate and manage ITIL processes including Incident, Problem, Change, Service Request, Knowledge, and Configuration Management.
• Ensure adherence to ITIL best practices and organizational service management standards.
• Monitor process performance, compliance, and service quality metrics.
• Facilitate Change Advisory Board (CAB) meetings and track change implementation activities.
• Coordinate incident and problem reviews, ensuring timely resolution and root cause analysis.
• Maintain and update process documentation, SOPs, and knowledge articles.
• Generate and analyze ITSM reports, dashboards, and KPI metrics.
• Support process audits and ensure compliance with governance requirements.
• Collaborate with cross-functional teams to drive continual service improvement initiatives.
• Track SLA and KPI compliance and escalate process deviations when required.
• Provide guidance and training to operational teams on ITIL processes and procedures.
• Work closely with customers, stakeholders, and delivery teams to improve service performance.
• Ensure accurate data management within ITSM tools such as ServiceNow.
• Identify opportunities for process automation and operational efficiency improvements.
• Participate in service reviews and contribute to overall service delivery excellence. Required Skills:
• Strong understanding of ITIL framework and ITSM processes.
• Experience with ServiceNow or similar ITSM tools.
• Knowledge of Incident, Problem, Change, Request, and Configuration Management.
• Strong analytical, reporting, and documentation skills.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced environment. Qualifications:
• Bachelor's degree in Information Technology, Computer Science, or related field.
• ITIL Foundation Certification (mandatory).
• ITIL Intermediate/Managing Professional certification preferred.

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment.

Choose your future. Choose Atos.