Senior ITSM Analyst

Job Summary

To support a global IT organization, the remote contract Senior IT Service Management Analyst will manage IT service requests, ensure adherence to SLAs, and utilize ServiceNow and Jira to enhance service delivery and process improvement initiatives.

Key Responsibilities

• Manage and oversee IT service requests from intake through resolution
• Ensure requests are categorized, prioritized, routed, and resolved according to established SLAs
• Utilize ServiceNow for ticket management and reporting while leveraging Jira for team collaboration

Required Qualifications

• 3-5+ years of experience in IT Service Management or Incident Management
• Strong understanding of ITIL principles and service management processes
• Hands-on experience with ServiceNow and Jira
• Experience managing Incident Management and Service Request Management processes
• Strong analytical and organizational skills