Description
We are looking for a Service Management Centre Analyst to help drive operational excellence across enterprise technology environments. This role serves as a central coordination point during production incidents, partnering with engineering teams, service owners, cloud providers, and business stakeholders to restore services, improve processes, and strengthen overall operational maturity.
Key Responsibilities:
Lead and coordinate major incident response activities, serving as the central point of communication between technical teams, service owners, cloud providers, and business stakeholders during production outages and service disruptions.
Assess business impact, drive escalation procedures, facilitate bridge calls, and ensure timely restoration of critical services while maintaining clear stakeholder communications throughout the incident lifecycle.
Monitor and analyze service health, events, alerts, and performance across hybrid cloud and on-premises environments to proactively identify and mitigate potential service-impacting issues.
Support and enforce ITIL-aligned Incident, Event, Change, Problem, and Major Incident Management processes, ensuring accurate documentation and timely updates within ServiceNow or other ITSM platforms.
Lead Root Cause Analysis (RCA) and post-incident review activities, driving corrective and preventive actions that improve service reliability and reduce recurring incidents.
Identify trends, operational risks, and opportunities for continuous improvement, partnering with technical teams to enhance processes, operational maturity, and service resilience.
Contribute to automation initiatives and workflow improvements that reduce manual effort, increase operational efficiency, and support the ongoing evolution of the Service Management Center.
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Requirements
Core Qualifications:
Bachelor's degree in Computer Science, Information Technology, or a related field; equivalent professional experience will also be considered.
2-4+ years of experience in Major Incident Management, Production Support, Service Operations, Problem Management, Enterprise Command Centers, or similar operational environments.
Hands-on experience coordinating production incidents, leading bridge calls, and driving service restoration efforts.
Experience communicating with technical teams, executives, and business stakeholders during high-severity incidents.
Strong understanding of incident management processes and operational support methodologies.
Experience conducting Root Cause Analysis (RCA), facilitating post-incident reviews, and managing corrective action plans.
Familiarity with ServiceNow or a comparable IT Service Management (ITSM) platform.
Ability to work effectively in fast-paced, high-pressure environments while managing multiple priorities.
Strong written, verbal, and organizational communication skills.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
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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: rhalfint
- Position Id: 04838-0013540060
- Posted 14 hours ago
