IT Service Management Analyst

Job Summary

Serving as the primary Major Incident Manager during assigned on-call rotations, the full-time IT Service Management Analyst will lead real-time responses to high-severity incidents, support Change and Problem Management processes, and enhance operational stability while working remotely.

Key responsibilities:

• Lead major incident response calls and coordinate cross-functional teams to restore service quickly
• Deliver executive-level communications and stakeholder updates during active incidents and post-event reviews
• Monitor and manage the change queue to ensure proper review, scheduling, and communication of changes

Required qualifications:

• Bachelor's degree in technology or related field or equivalent experience
• 1+ year of experience in IT, Support, Customer Service, or Analytics
• Experience facilitating meetings and coordinating cross-functional teams preferred
• Demonstrated ability to lead high-severity incident response efforts under pressure
• Strong analytical thinking and structured problem-solving skills