IT Service Management Analyst

The IT Service Management Analyst is responsible for supporting, governing, and continuously improving IT Service Management (ITSM) processes to ensure reliable, efficient, and customer-focused technology services. This role partners across IT and business stakeholders to support service lifecycle activities, drive operational consistency, and ensure alignment with ITIL best practices and organizational objectives.

As a mid-level professional, the IT Service Management Analyst independently supports and executes core ITSM functions, including incident, request, change, problem, knowledge, and service performance management. The role emphasizes a balance of operational execution and process discipline, ensuring processes are followed, documented, and continuously improved.

The Analyst collaborates across L0–L3 support tiers and vendor partners to manage incident escalations, contribute to service improvement initiatives, and support customer experience outcomes. This includes assisting with customer feedback analysis, supporting vendor coordination, and identifying opportunities for process optimization.

The IT Service Management Analyst also contributes to operational reporting, documentation, and training efforts, including maintaining SOPs, governance artifacts, and knowledge materials. The role supports the identification of automation and AI opportunities within ITSM processes and works with teams to enhance service efficiency and effectiveness.

Through strong collaboration and analytical capabilities, the IT Service Management Analyst helps ensure consistent service delivery, supports governance activities, and contributes to the ongoing maturity of ITSM practices across the organization.

Essential Functions: 

Change Management:

• Lead the governance and execution of change processes, ensuring risk mitigation and business continuity.
• Facilitate CAB meetings and post-implementation reviews with senior stakeholders.
• Analyze change trends and drive improvements in change success rates and process compliance.
• Develop and maintain change management policies, templates, and training guides.

Request Management:

• Oversee the design and optimization of service request workflows and catalog structures.
• Collaborate with service owners to align request fulfillment with business priorities and SLAs.
• Monitor request performance metrics and recommend enhancements to improve efficiency and user experience.
• Lead periodic reviews of request types and catalog taxonomy to ensure relevance and clarity.

Incident Management:

• Provide oversight and guidance for incident triage, escalation, and resolution across support tiers.
• Analyze incident data to identify systemic issues and drive proactive remediation strategies.
• Lead incident review sessions and contribute to service improvement plans.
• Ensure incident documentation meets audit and compliance standards.

Problem Management:

• Own the problem management lifecycle, including root cause analysis and long-term resolution planning.
• Maintain the known error database and ensure visibility of workarounds across support teams.
• Facilitate cross-functional problem review meetings and track resolution progress.
• Develop and refine problem management workflows and reporting templates.

Operational Reporting & Analytics:

• Design and maintain enterprise-level dashboards for KPIs, SLAs, and operational health metrics.
• Provide strategic insights to leadership through data analysis and performance reviews.
• Ensure reporting consistency and accuracy across platforms and teams.
• Support executive-level reporting and contribute to quarterly business reviews.

Automation & AI Opportunity Identification:

• Identify and assess opportunities for automation and AI integration within ITSM processes.
• Collaborate with development and automation teams to scope and prioritize initiatives.
• Maintain a backlog of automation candidates and track implementation outcomes.
• Advocate for innovation and emerging technologies that enhance ITSM capabilities.

Process Improvement, Governance & Training:

• Lead process maturity assessments and drive continuous improvement initiatives.
• Ensure ITSM processes align with enterprise governance, compliance, and audit requirements.
• Develop and maintain process documentation, SOPs, and governance frameworks.
• Create and deliver training materials, onboarding guides, and knowledge articles for ITSM processes.

Work Environment & Collaboration:

• Serve as a strategic partner to Service Desk, L2/L3 support teams, and ITSM process owners.
• Lead cross-functional workshops and stakeholder meetings to align on priorities and improvements.
• Foster a culture of collaboration, accountability, and service excellence.
• Mentor junior analysts and contribute to team development and knowledge sharing.

Vendor Management:

• Lead vendor relationship management for ITSM platforms and services, including ServiceNow and reporting tools.
• Monitor vendor performance and compliance with SLAs, KPIs, and contractual obligations.
• Collaborate with procurement and legal teams on renewals, evaluations, and escalations.
• Drive vendor accountability through regular reviews, feedback sessions, and improvement planning.

Other Essential Functions:

• Support and administer IT service management (ITSM) processes including Incident, Request, Change, Problem, Knowledge, and Service Level Management
• Analyze service performance trends, operational metrics, and customer feedback to identify improvement opportunities
• Partner with service owners, support teams, and vendors to ensure consistent service delivery and issue resolution
• Maintain operational documentation including procedures, workflows, runbooks, and knowledge articles
• Support IT governance, compliance, and audit activities related to service delivery processes
• Leverage ITSM platforms (e.g., ServiceNow) to manage workflows, reporting, and automation
• Participate in continuous improvement initiatives to improve service quality, efficiency, and customer experience
• Communicate clearly with technical and non-technical stakeholders regarding service performance and issue
• Perform other duties as assigned, including participation in special projects or strategic initiatives.
• Participate in on-call rotations to support critical incident response.
• Adhere to organizational policies, procedures, and standards, including data privacy and security protocols.

Experience:

• Bachelor’s degree in information technology, Business Administration, or a related field required.
• Minimum 5+ years of progressive experience in IT operations, IT Service Delivery, IT Service Management or related fields.
• Proven track record of driving process improvements and automation initiatives.
• Experience working across L0–L3 support tiers and managing escalations.
• Strong background in operational reporting, dashboard creation, and performance analysis.
• Experience leading governance, compliance, and audit-related activities.
• Demonstrated ability to influence stakeholders and lead cross-functional initiatives.
• Experience developing training materials and process documentation.

Certification

• Certifications in data analytics, automation, or AI (e.g., Power BI, RPA, ML) are highly desirable.
• COBIT 5 Foundation preferred.
• ISO/IEC 20000 Foundation preferred.
• ITIL Foundation Certification required
• ITIL Intermediate or Practitioner Certification preferred

$74,006.40- $104,499.20 Annual