Sr ITSM Analyst--Remote

Remote • Posted 1 day ago • Updated 1 hour ago

Full Time

Part Time

Remote

Kairos

Fitment

Dice Job Match Score™

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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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 90879415
Position Id: KTL - 7216-6218-1768494910
Posted 1 day ago

Company Info

About Kairos

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.

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