Service Excellence, Senior Analyst
$74,000–$74,000 year
RemoteUnited States
Job Summary
Lead rapid response rooms for critical incidents, drive root cause analysis for major service disruptions, and support Incident, Problem, and Change Management processes to ensure timely resolution and stability. Monitor trends and alerts to identify potential issues early, contribute to preventive actions, and maintain accurate documentation for ITSM workflows in Jira Service Management. Track ITSM metrics and KPIs to prepare regular reports on service performance, collaborate with cross-functional teams including Application Support and Infrastructure, and participate in a rotating on-call schedule to respond to critical incidents outside normal business hours.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field
- At least 5 years of experience in IT Service Management or related IT operations roles
- Hands-on experience with Incident, Problem, and Change Management processes
- Willingness and ability to participate in a rotating on-call schedule and respond to critical incidents outside of normal business hours when required
- Strong communication and interpersonal skills
- Solid analytical and problem-solving abilities
- Ability to manage multiple tasks and priorities in a fast-paced environment
- Working knowledge of ITIL frameworks and ITSM best practices
- Attention to detail and commitment to process adherence
- Proactive mindset focused on service quality and risk reduction
- Ability to Make an Impact: Motivated by contributing to service stability, customer satisfaction, and organizational success
Desired Qualifications
- ITIL Foundation certification
- Experience with Jira Service Management or similar ITSM tools
- Experience leveraging AI tools (e.g., Microsoft Copilot, Claude) to improve productivity and service delivery
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