Shift: Thursday through Monday, 12:00 AM – 8:30 AM
Job Summary The Service Management Centre (SMC) is evolving from a traditional monitoring-focused operations model into a modern operational command center responsible for driving service stability, leading major incident response, facilitating Root Cause Analysis (RCA), and improving the reliability and resilience of business-critical services. We are seeking a motivated, energetic, and forward-thinking SMC Analyst who is passionate about operational excellence, IT service management, incident management, problem management, and continuous improvement. This is an opportunity to help shape the future of the SMC rather than simply operate within an existing model. The SMC Analyst will work at the center of technology operations, collaborating with engineering teams, cloud providers, service owners, and business stakeholders to restore services, investigate root causes, improve operational processes, and modernize IT service management. The ideal candidate enjoys solving complex problems, influencing outcomes, challenging inefficient processes, and working in fast-paced, business-critical environments.
Key Responsibilities: Major Incident & Operational Response
Act as a central coordination point during production incidents and service disruptions.
Coordinate technical teams during major incidents and drive restoration activities through resolution.
Assess business impact and ensure appropriate escalation of critical issues.
Lead incident communications with technical teams and business stakeholders.
Facilitate incident bridge calls and maintain clear situational awareness throughout the incident lifecycle.
Influence technical teams and drive timely outcomes during high-pressure situations.
Service Stability & Production Operations
Monitor the health, availability, and performance of business-critical services.
Analyze events and alerts to identify potential service-impacting issues.
Coordinate proactive actions to prevent incidents and minimize business disruption.
Support production operations across hybrid cloud and on-premises environments.
Identify operational risks and opportunities to improve service reliability and resilience.
ITIL-Aligned Service Management
Support Incident, Event, Change, Problem, and Major Incident Management processes.
Maintain accurate, high-quality incident and operational documentation within ServiceNow.
Promote operational discipline and adherence to established service management practices.
Identify opportunities to streamline and improve ITSM processes.
Problem Management & Root Cause Analysis
Lead Root Cause Analysis (RCA) activities following major incidents and recurring service disruptions.
Facilitate post-incident reviews with technical and business teams.
Identify underlying causes of incidents rather than focusing only on immediate symptoms.
Coordinate corrective and preventive actions to reduce recurring incidents and improve service reliability.
Identify recurring trends, operational risks, and opportunities for continual service improvement.
Drive accountability for permanent solutions and long-term fixes rather than short-term recovery alone.
Continuous Improvement & SMC Transformation
Challenge inefficient processes and recommend improvements.
Contribute to automation initiatives that reduce manual effort and operational toil.
Help define and enhance the future operating model of the Service Management Centre.
Participate in continuous service improvement and operational maturity initiatives.
Share knowledge and contribute to a culture of learning, collaboration, and innovation.
Technical Experience: Experience in some or all of the following areas is highly desirable:
ServiceNow or similar ITSM platforms
Major Incident Management
Problem Management
Root Cause Analysis (RCA)
Post-Incident Reviews
Corrective and Preventive Action Management
Event Management and monitoring tools
ITIL-based service management practices
Cloud platforms and hybrid environments
Windows and Linux operating systems
Networking fundamentals
Production support and operations
Operational support of business-critical services
Enterprise Command Center or 24x7 operational environments
Candidates with backgrounds in the following areas are particularly well suited:
Major Incident Management
Production Support
Service Operations
Problem Management
Enterprise Command Centers
IT Service Management (ITSM)
Business-critical 24x7 operations
Please Note: This role is unlikely to be suitable for candidates whose experience is primarily focused on Service Desk, Desktop Support, Security Operations, or monitoring-only activities. Requirements
Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
Experience working in production support, service operations, major incident management, problem management, or a similar business-critical IT environment.
Strong understanding of ITIL-aligned service management processes.
Strong communication, coordination, analytical, and problem-solving skills.
Ability to remain organized and drive resolution during high-pressure production incidents.
Ability to collaborate effectively with engineering teams, service owners, vendors, cloud providers, and business stakeholders.
Must be able to work the required Thursday through Monday, 12:00 AM – 8:30 AM shift.
“All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.”
Numbers & Facts
Location
Alpharetta, GA
Skills
Analysis Skillsunmatched
Automationunmatched
Business Servicesunmatched
Business impact analysis (BIA)unmatched
Cloud Computingunmatched
Communication Skillsunmatched
Computer Scienceunmatched
Continuous Improvementunmatched
Corrective Actionunmatched
Documentationunmatched
Event Managementunmatched
Hybrid Cloudunmatched
IT Service Management (ITSM)unmatched
ITIL (IT Infrastructure Library)unmatched
Incident Managementunmatched
Incident Responseunmatched
Information Technology & Information Systemsunmatched
Linux Operating Systemunmatched
Microsoft Windows Operating Systemunmatched
Operational Improvementunmatched
Operational Supportunmatched
Operations Processesunmatched
Organizational Skillsunmatched
Problem Solving Skillsunmatched
Process Improvementunmatched
Production Supportunmatched
Reliability Engineeringunmatched
Risk Analysisunmatched
Root Cause Analysisunmatched
ServiceNowunmatched
Software Engineeringunmatched
Team Playerunmatched
Technical Leadershipunmatched
Technical Operationsunmatched
Time Managementunmatched
Trend Analysisunmatched
User Documentationunmatched
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