SMC Analyst

Payrate: $33.00 - $38.00/hr.
 
Summary:
Our Service Management Centre (SMC) is evolving from a traditional monitoring-focused operations model into a modern operational command Centre responsible for driving service stability, leading to major incident response, facilitating root cause analysis, and improving the reliability and resilience of business-critical services.
 
Responsibilities:

• Lead Operational Response

• Act as a central coordination point during production incidents and service disruptions.
• Coordinate technical teams during major incidents and drive restoration activities to resolution.
• Assess business impact and ensure appropriate escalation of critical issues.
• Lead incident communications to technical and business stakeholders.
• Facilitate bridge calls and maintain clear situational awareness throughout incident lifecycles.
• Influence technical teams and drive outcomes during high-pressure situations.

 

• Drive Service Stability

• Monitor the health and performance of business-critical services.
• Analyze events and alerts to identify service-impacting issues.
• Coordinate proactive actions to prevent incidents and minimize business disruption.
• Support production operations across hybrid cloud and on-premises environments.

 

• Deliver ITIL-Aligned Service Management

• Support Incident, Event, Change, Problem, and Major Incident Management processes.
• Ensure high-quality documentation and accurate records within ServiceNow.
• Promote operational discipline while identifying opportunities to improve processes.

 

• Lead Problem Management & Root Cause Analysis

• Lead Root Cause Analysis (RCA) activities following major incidents and recurring service disruptions.
• Facilitate post-incident reviews, working with technical teams to identify underlying causes rather than symptoms.
• Coordinate corrective and preventative actions to reduce repeat incidents and improve service reliability.
• Identify recurring trends, risks, and opportunities for continual service improvement.
• Drive accountability for long-term fixes, not just short-term recovery.

 

• Shape the Future

• Challenge inefficient processes and identify opportunities for improvement.
• Contribute to automation initiatives that reduce manual effort and operational toil.
• Help define the future operating model of the Service Management Centre.
• Participate in continuous service improvement activities and operational maturity initiatives.
• Share knowledge and contribute to a culture of learning and innovation.

 
Technical Experience:
Experience in some or all the following is desirable:

• ServiceNow or similar ITSM platforms
• Major Incident Management
• Problem Management and Root Cause Analysis (RCA)
• Experience facilitating post-incident reviews and driving corrective actions
• Event Management and Monitoring tools
• ITIL-based service management practices
• Cloud platforms and hybrid environments
• Windows and Linux systems
• Networking fundamentals
• Operational support of critical services

 
Qualification:
• Bachelor’s degree in computer science or related field, or equivalent experience
• Years of Experience: 2-4+ years
 
Pay Transparency: The typical base pay for this role across the U.S. is: $33.00 - $38.00 /hr. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. 

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