Service Management Analyst

Job Summary

To enhance service performance and client satisfaction, the full-time remote Service Management Analyst will manage incident follow-up, facilitate Root Cause Analyses, and monitor service health across assigned client environments.

Key responsibilities:

• Drive accountability for incident follow-up, escalations, and backlog-reduction initiatives for assigned clients
• Facilitate Root Cause Analyses and coordinate Problem Management activities to address recurring incidents
• Prepare and lead client Quarterly Business Reviews, presenting service performance and improvement initiatives

Required qualifications:

• 2-5 years of experience in service delivery, IT operations, or service management
• Working knowledge of ITIL practices, including Incident and Problem Management
• Experience supporting Major Incident Management workflows and Root Cause Analysis documentation
• Strong analytical skills with the ability to interpret service metrics and performance data
• Bachelor's degree or equivalent relevant professional experience