Sr. IT Service Management Analyst

The Sr. IT Service Management Analyst is a senior-level strategic leader responsible for driving the design, governance, and continuous improvement of enterprise-wide IT Service Management (ITSM) and support operations. This role provides expert-level oversight across Change, Incident, Problem, and Request Management, as well as operational reporting, process governance, vendor performance, and service optimization.

Operating with a high degree of autonomy and influence, the Sr. IT Service Management Analyst partners closely with IT leadership, business stakeholders, and managed service providers to ensure IT services are aligned with organizational goals, compliance standards, and ITIL best practices. The role combines advanced analytical, operational, and process expertise to enhance service quality, improve customer experience outcomes, and drive measurable performance improvements.

Additionally, this position plays a key role in identifying and influencing automation and AI opportunities, strengthening vendor relationships, mentoring junior analysts, and shaping the future of IT service delivery through innovation and continuous improvement initiatives.

Essential Functions:

Change Management:

• Own the enterprise change management strategy, ensuring alignment with business risk tolerance and ITIL best practices.
• Lead CAB governance, executive reporting, and change policy enforcement.
• Analyze change trends to identify systemic risks and drive strategic improvements.
• Develop and maintain enterprise-wide change documentation, training, and audit readiness materials.

Request Management:

• Oversee the architecture and lifecycle of the service request catalog, ensuring scalability and user-centric design.
• Collaborate with service owners and business units to align request fulfillment with operational and strategic goals.
• Lead initiatives to streamline request workflows and integrate automation where feasible.
• Define and monitor request-related KPIs and drive continuous improvement initiatives.

Incident Management:

• Provide strategic oversight of incident management processes across all support tiers.
• Lead major incident reviews and ensure lessons learned are translated into preventive actions.
• Define incident classification and escalation standards to ensure consistency and efficiency.
• Partner with service owners to reduce incident volume and improve first-contact resolution rates.

Problem Management:

• Drive enterprise-wide problem management strategy, including root cause analysis frameworks and long-term resolution planning.
• Ensure visibility and accessibility of known errors and workarounds across all support tiers.
• Lead cross-functional problem review boards and track resolution effectiveness.
• Integrate problem management insights into change and incident processes for holistic service improvement.

Operational Reporting & Analytics:

• Define and maintain enterprise-level dashboards and reporting frameworks for ITSM performance.
• Deliver executive-level insights and recommendations based on trend analysis and predictive modeling.
• Ensure data governance, consistency, and accuracy across all reporting platforms.
• Lead quarterly business reviews and contribute to strategic planning through data storytelling.

Automation & AI Opportunity Identification:

• Identify, assess, and prioritize automation and AI opportunities across ITSM processes.
• Collaborate with automation engineers, developers, and business analysts to scope and deliver high-impact solutions.
• Maintain a strategic roadmap of automation initiatives and track ROI and adoption metrics.
• Champion the use of AI and machine learning to enhance service delivery and operational efficiency.

Process Improvement, Governance & Training:

• Lead ITSM process maturity assessments and drive enterprise-wide standardization and optimization.
• Ensure all ITSM processes meet compliance, audit, and regulatory requirements.
• Develop and maintain governance frameworks, SOPs, and training programs for ITSM stakeholders.
• Deliver training sessions and workshops to promote process adoption and continuous learning.

Vendor Management:

• Own strategic vendor relationships for ITSM platforms and services, including contract negotiation and performance management.
• Monitor vendor compliance with SLAs, KPIs, and regulatory requirements.
• Lead vendor evaluations, renewals, and escalations in collaboration with procurement and legal teams.
• Drive vendor accountability through structured reviews, scorecards, and improvement plans.

Work Environment & Collaboration:

• Serve as a senior advisor to IT leadership, business units, and support teams on ITSM strategy and execution.
• Lead cross-functional initiatives and working groups to align ITSM practices with enterprise goals.
• Mentor and coach junior analysts and process owners to build organizational capability.
• Foster a culture of collaboration, innovation, and service excellence across the IT organization.

 General Responsibilities:

• 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.

Other Essential Functions:

• Provide senior-level oversight and support for IT service operations in partnership with internal teams and managed service providers
• Serve as a key liaison with managed service partners to support operational alignment, service delivery execution, and performance accountability
• Monitor, analyze, and report on SLA, KPI, and service performance trends; identify risks, gaps, and improvement opportunities
• Proactively identify missing, ineffective, or unclear SLAs/KPIs and partner with vendors and internal stakeholders to define, refine, and remediate
• Lead or support vendor performance reviews, including service quality, backlog management, and trend analysis
• Drive continuous service improvement initiatives across incident, request, change, problem, and knowledge management
• Ensure operational documentation, service commitments, and process artifacts are accurate, current, and consistently applied
• Leverage ITSM platforms (e.g., ServiceNow) to drive reporting, automation, data quality, and workflow optimization
• Communicate complex operational and service performance topics clearly to technical teams, leadership, and business stakeholders
• Mentor and guide analysts and peers on service management and service delivery best practices

Experience

• Bachelor’s degree in information technology, Business Administration, or a related field required; however, equivalent experience in the field may be considered in lieu of a degree.
• 7+ years of progressive experience in ITSM, IT operations, or business analysis roles.
• Strong working knowledge of ITIL practices and service lifecycle management
• Demonstrated experience in vendor and partner management, including contract oversight and performance evaluation.
• Proven ability to analyze operational data and translate insights into actionable improvements
• Experience influencing cross-functional teams without direct authority
• Strong documentation, facilitation, and executive-level communication skills
• Experience in healthcare IT is a plus.
• Extensive experience with ServiceNow and other ITSM platforms, including advanced reporting and workflow design.
• Proven track record of leading process improvement, automation, and governance initiatives.
• Experience presenting executive leadership and influencing strategic decisions.
• Demonstrated ability to lead cross-functional teams and mentor junior staff.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.

 Certification

• ITIL 4 Foundation (required or strongly preferred)
• ITIL Practitioner, Managing Professional, or equivalent (preferred)
• ServiceNow advanced role-based training or certification (preferred)
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• Vendor management or contract negotiation training/certification is a plus.
• PMI Agile Certified Practitioner (PMI-ACP) is a plus.

$89,980.80- $127,025.60 Annual