

Kairos
Dice Job Match Score™
🫥 Flibbertigibetting...
Job Details
Skills
- Service Management
- Portfolio Management
- Collaboration
- KPI
- Strategic Planning
- Continuous Improvement
- JIRA
- Service Delivery
- Stakeholder Engagement
- Taxonomy
- Routing
- Reporting
- Analytics
- Leadership
- Orchestration
- Process Modeling
- Documentation
- RACI
- Workflow
- Forms
- Acceptance Testing
- ServiceNow
- Web Portals
- Communication
- Stakeholder Management
- Analytical Skill
- Switches
- IT Service Management
Summary
Role: Sr. ITSM Analyst
Location: Remote
Duration: 12 months
Experience: 12+ years
Role Summary:
The Sr. ITSM Analyst will serve as the strategic process owner for ITSM practices, supporting modernization efforts across service delivery and digital service management. This role will lead initiatives including the Service Portal mobile app rollout, Service Catalog redesign, and Digital Portfolio Management enhancements.
Key Responsibilities:
Own and govern core ITSM processes (Incident, Request, Change, Problem).
Lead the revamp of the Service Catalog and mobile app experience.
Drive improvements in Digital Portfolio Management and service visibility.
Collaborate with cross-functional teams to align ITSM practices with business goals.
Develop and maintain process documentation, KPIs, and reporting frameworks.
Support strategic planning and continuous improvement efforts.
Qualifications:
7+ years of experience in ITSM, preferably with ServiceNow, Jira, or similar platforms.
Proven leadership in process ownership and service delivery transformation.
Strong analytical, communication, and stakeholder engagement skills.
Experience with mobile app delivery and digital portfolio initiatives is a plus.
Core responsibilities
Own and rebuild Request Fulfillment end-to-end (from intake, catalog taxonomy, routing & approvals, fulfillment tasks, SLAs/OLAs, to reporting).
Redesign Service Portal to be a clean, mobile-friendly, one-stop shop (Ohio State s portal is the gold-standard example he referenced).
Catalog governance: define categories, owners for every item, usage metrics, rationalize/retire low-value requests, separate Enterprise vs ITSM requests.
Metrics & analytics: SLAs, throughput, rework, abandonment, usage, adoption, backlog health; present trends to leadership.
Cross-functional orchestration: partner with Asset, Incident, Change, Knowledge, and business request owners; lead without authority.
Process design and documentation: runbooks, RACI, workflows, approval matrices, ownership maps, intake forms, UAT plans.
Must-have traits/skills
Has done this before standing up or overhauling ServiceNow catalog/portal & request process in a large org.
Imaginative/creative, strong communication, stakeholder management, and analytical chops.
Comfortable leading consultants/developers, shaping requirements, and making decisions quickly.
Can context-switch and help other ITSM areas with process/metrics during lulls (not day-to-day ops).
Thanks& Regards,
K Hemanth Kumar | Sr IT Technical Recruiter | Kairos Technologies Inc
E:
- Dice Id: 90879415
- Position Id: KTL - 7216-6218-1768494910
- Posted 1 day ago
Company Info
Kairos is a Dallas based IT services firm operating with a mission to help organizations across the world effectively use cloud, mobile and social technologies for their strategic advantage.
Founded in 2003, we have successfully helped several organizations in building the technology backbone that would help them compete effectively in tough economic environments. We have been able to do this by forging strategic partnerships with leading technology providers, constantly building the skill set and competencies of our consulting team and by upholding the very best practices in customer engagement and delivery.
Kairos partners with the leading technology providers in cloud, mobile and social space. We work hard in nurturing and growing relationship with our partners.
We are also constantly seeking partnerships that would enable us to provide cutting-edge and best-in-class solutions to our customers. We understand that we are in the business of talent. We constantly lookout for smart individuals with a passion towards technology and provide them with the right mentorship and opportunities towards a stellar and rewarding career. We make sure that our consultants are not just technically equipped, but also have the right attitude towards ensuring that our engagements are successful.
And finally, our success entirely depends upon the success of our customers. We constantly strive to provide the best solutions in the most effective manner possible. Our entire process is built keeping our customers in mind and we constantly adopt and deploy the best practices and models in customer engagement and delivery. We are headquartered in Dallas, Texas and have a global delivery center in Hyderabad, India. We serve customers across United States, Europe and Asia.
Careers
Similar Jobs
It looks like there aren't any Similar Jobs for this job yet.
Search all similar jobs

