This role is responsible for the operational execution and ongoing enhancement of one or more IT Service Management (ITSM) practices. The analyst ensures consistent delivery by managing processes from end to end, applying ITIL principles, and maintaining strong governance across policies and procedures.
Key Responsibilities
- Oversee daily operations and long-term delivery of core ITSM functions, including Incident, Problem, Change, and Request Management
- Monitor performance metrics, identify inefficiencies, and lead initiatives to improve service quality and operational effectiveness
- Develop, document, and maintain standardized processes that support governance, reporting, and service delivery
- Analyze business requirements and translate them into actionable process or platform improvements
- Collaborate with cross-functional teams to align ITSM practices with organizational goals
- Lead meetings, present findings to stakeholders, and adapt communication style to suit technical and non-technical audiences
- Support user acceptance testing for ITSM platform enhancements and document system requirements
- Coach team members on proper implementation of ITSM frameworks and provide constructive feedback
- Participate in on-call rotations and deliver after-hours support when necessary
- Remain agile in response to shifting priorities, strategies, and business needs
Qualifications
Candidates must hold a bachelor’s degree in Computer Science, Information Systems, or a related field—equivalent practical experience will be considered. A minimum of eight years of hands-on experience in ITSM operations is required, with demonstrated success in executing and refining core ITIL processes. Experience analyzing service metrics, conducting root cause analysis, and improving SLA/OLA performance is essential. The ideal candidate is skilled at facilitating discussions across organizational levels and driving process improvements through data-driven insights.
