IT Analyst

Position Summary

Western Midstream is seeking a service-oriented and detail-driven IT Analyst to join our Information Technology team in The Woodlands, Texas, serving as a primary point of contact for end-user support across the organization. Operating within a ServiceNow-based IT Service Management (ITSM) environment, this role owns the day-to-day intake, triage, and resolution of incidents and service requests, ensuring employees and contractors have reliable, secure, and timely access to the technology and tools that keep Western Midstream running.

Serving as a trusted partner to employees, field personnel, and IT peers, the IT Analyst delivers responsive first- and second-line support while upholding the controls, documentation standards, and audit requirements that govern a publicly traded, SOX-regulated organization. The role offers exposure to enterprise platforms including ServiceNow, Microsoft Intune, Entra ID, and CyberArk, as well as cross-functional collaboration with endpoint, identity, and infrastructure teams within a dynamic and growing organization.

The successful candidate will possess a strong foundation in troubleshooting, customer service, endpoint and identity administration, and IT process discipline, along with the judgment to know when to resolve, when to document, and when to escalate. 

Key Responsibilities

• Service Desk Operations: Serve as the first point of contact for IT support requests submitted via ServiceNow, phone, email, and walk-up, accurately logging, categorizing, prioritizing, and routing incidents and service requests in accordance with established assignment-group and category taxonomies.
• Incident & Request Resolution: Diagnose and resolve hardware, software, network connectivity, application, and account-related issues at first contact where possible, escalating to specialized teams with complete documentation when advanced support is required.
• Endpoint Support: Support the provisioning, configuration, and lifecycle management of end-user devices through Microsoft Intune, including enrollment, compliance, software deployment, and remediation of endpoint issues.
• Identity & Access Management: Perform account provisioning, password resets, multi-factor authentication (MFA) support, and access changes in Entra ID / Active Directory, executing each action in strict adherence to SOX ITGC access controls and least-privilege principles.
• Onboarding & Offboarding: Execute new-hire, transfer, and termination workflows through the ServiceNow request lifecycle (REQ → RITM → SCTASK), ensuring timely account setup, equipment readiness, and complete audit trails for each action.
• Asset & Configuration Management: Maintain accurate records within the Configuration Management Database (CMDB), tracking assets, configuration items, and their relationships to support reporting, compliance, and troubleshooting.
• SLA & Performance: Meet or exceed defined service-level agreements for response and resolution, monitoring queue health and proactively communicating status to end users throughout the ticket lifecycle.
• Documentation & Knowledge: Author and maintain knowledge base (KB) articles, runbooks, and standard operating procedures using established branded templates, promoting self-service and consistent resolution across the team.
• Compliance & Controls: Support SOX ITGC compliance by following change management (CAB), access provisioning, and user access review (UAR) procedures, ensuring all activity is documented to audit standards.
• Vendor & Escalation Coordination: Coordinate with internal specialty teams and external support vendors (including after-hours IT support providers) to ensure continuity of service and appropriate handoff of issues outside standard scope.
• Continuous Improvement: Identify recurring issues, process gaps, and automation opportunities, contributing to knowledge, workflow, and technology improvements that enhance service quality and efficiency.

Required Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field, or equivalent relevant professional experience.
• Minimum of 3 years of experience in a service desk, help desk, desktop support, or similar IT support role.
• Experience working with an IT Service Management platform and managing incidents and service requests.
• Working knowledge of Windows operating systems, Microsoft 365, and commonly used enterprise applications.
• Experience supporting user accounts, authentication, permissions, or access within Active Directory, Microsoft Entra ID, or a comparable identity-management environment.
• Familiarity with endpoint management concepts and technologies used for device configuration, deployment, compliance, and software distribution.
• Demonstrated ability to troubleshoot hardware, software, connectivity, application, and user-account issues.
• Strong customer service and interpersonal skills, with the ability to communicate technical information clearly to users with varying levels of technical knowledge.
• Strong organizational skills, attention to detail, and the ability to accurately document technical activities.
• Ability to manage multiple priorities and appropriately escalate issues based on urgency, impact, and established procedures.

Preferred Qualifications

• Experience supporting IT operations within the oil and gas, midstream, energy, or another regulated (SOX-compliant) industry.
• Professional certification such as ITIL Foundation, CompTIA A+, Network+, or Security+, or Microsoft certifications (e.g., MD-102 Endpoint Administrator, MS-900).
• Experience with privileged access management (e.g., CyberArk), Citrix virtual apps and desktops, or supporting field/remote users.
• Familiarity with SOX ITGC controls, change management (CAB), and user access review processes.
• Experience authoring knowledge base articles, runbooks, or SOPs, and contributing to a structured documentation library.
• Awareness of IT/OT boundaries and the distinct support considerations for operational technology environments (e.g., SCADA), with support scoped to IT systems.
• Exposure to software license management and asset lifecycle tracking.

Travel Requirements:

• Travel will be required 0-10%.

Work Schedule:

This position follows a hybrid schedule working in the office on Monday, Tuesday, and Thursday, and working remote on Wednesday and Friday. Monday through Thursday are 9-hour days and Fridays are 4 hours. Occasional coverage outside standard hours may be required to support incident response, scheduled maintenance, or onboarding activity.