ITSM Senior Analyst

Key Responsibilities

• Service Request Management: Oversee the fulfillment of IT service requests. Ensure requests are categorized, routed, and resolved efficiently according to established Service
• Level Agreements (SLAs).
• Platform Administration & Usage: Utilize ServiceNow as the primary ITSM tool for tracking, reporting, and managing tickets. Leverage Jira to bridge communication and workflow between the IT Service Desk and development/engineering teams.
• Support/test UX/UI improvement initiatives for the One Service Portal.
• Process Adherence & Improvement: Champion ITIL best practices across the organization. Identify trends in incidents and service requests to recommend workflow optimizations and shift-left opportunities.
• Stakeholder Communication: Maintain clear, timely, and professional communication with end-users, IT support teams, and external vendors throughout the ticket lifecycle, Support communication plans related to ServiceNow changes and improvements.
• Reporting & Metrics: Monitor queue health and assist the IT Service Manager in tracking KPIs and SLAs to ensure service delivery targets are consistently met.
• Create reports and dashboards and provide analysis regarding the Service Request Management process when needed.

Required Qualifications

• Experience: 3-5+ years of experience in IT Service Management, specifically acting as a Senior Analyst, Incident Manager, or similar role.
• Frameworks: Strong foundational knowledge of the ITIL Framework (ITIL v3 or ITIL 4 Foundation certification is highly preferred).
• Technical Tools: Proven, hands-on experience working extensively within ServiceNow (for ITSM workflows) and Jira (for issue/project tracking).
• Domain Expertise: Deep understanding of and practical experience executing Incident Management and Service Request Management processes.
• Soft Skills: Excellent analytical problem-solving skills, strong written and verbal communication, and the ability to remain calm and organized under pressure. 

• Prior experience acting as a contractor or quickly onboarding into established enterprise IT environments.
• Familiarity with Problem Management and Change Management processes.