Description:
The IT Service Management (ITSM) Analyst is responsible for the daily oversight of IT service management processes across the organization. This role ensures operational excellence in Incident, Problem, Change, Request, Asset, and Knowledge Management practices in alignment with ITIL standards.
This position serves as the operational process owner or service management activities, ensuring SLA compliance, driving root cause analysis, improving service quality, and maintaining platform integrity. The ITSM Analyst works cross-functionally with the whole Technology organization and business stakeholders to ensure reliable and efficient technology service delivery.
This is an individual contributor role with enterprise-wide operational influence.
Compensation: $71,779 - $86,135/annually in addition to a competitive bonus plan
Duties And Responsibilities:
Operational Oversight
- Monitor daily incident, request, and change queues to ensure SLA and OLA compliance.
- Provide hands-on coordination for Major Incident Management (MIM), including bridge facilitation and documentation.
- Ensure timely escalation and resolution of high-impact service disruptions.
- Review ticket quality, documentation standards, and compliance with ITSM standards.
- Identify operational bottlenecks and escalate for corrective actions.
Incident & Problem Management
- Participate in post-incident reviews (PIRs) and formal Root Cause Analysis (RCA).
- Identify trends and recurring incidents, Coordinate problem investigations.
- Track corrective and preventive actions to closure.
- Monitor and report on Mean Time to Resolve (MTTR) and incident trends.
- Drive reduction of repeat incidents through structured problem management.
Change Management Governance
- Facilitate Pre-Change Advisory Board (CAB) meetings and act as a secondary backup for weekly CAB meetings.
- Ensure risk assessment, testing plan, and rollback procedure documentation is in place.
- Monitor change success rate and investigate failed changes.
- Coordinate emergency changes and ensure they are reviewed and documented appropriately prior to presenting them to executive team
- Re-enforce adherence to change management policies and procedures.
Service Request & Catalog Management
- Oversee service request fulfillment performance.
- Maintain and optimize service catalog workflows and request forms.
- Partner with service owners to improve automation and user experience.
- Ensure service catalog accuracy and alignment with business services.
ITSM Platform Ownership
- Serve as functional SME for the ITSM platform (e.g., ServiceNow, Team Dynamix, ManageEngine).
- Validate workflows, forms, reporting, and queue structures.
- Prioritize and document enhancement requests.
- Partner with technical teams on configuration and automation improvements.
Reporting & Continuous Improvement
- Assist with the development of weekly and monthly operational dashboards.
- Track SLAs, backlog trends, change success rate, and service performance metrics.
- Coordinate service improvement initiatives based on performance data.
Education And Experience
- High School Diploma with proven experience in a similar role
- Minimum of 3+ years of experience in IT operations or IT Service Management.
- Demonstrated hands-on experience managing Incident, Problem, and Change processes.
- Experience leading major incident bridges and post-incident reviews.
- Strong knowledge of ITIL framework and service management best practices.
Preferred Skills
- ITIL v4 Foundation certification (required within 6 months if not already obtained).
- ITIL Managing Professional or advanced ITIL certifications.
- Lean, Six Sigma, or continuous improvement certification.
- Experience administering or configuring ITSM platforms.
Core Competencies
- Operational discipline and process governance
- Root Cause Analysis facilitation
- Analytical and data-driven decision making
- Excellent communication skills, organizational and interpersonal skills
- Excellent project management skills
- High accountability and ownership mindset
- Ability to influence cross-functional teams without direct authority
- Strong organizational and prioritization skills